Responsible for answering members' calls, emails, and live chats regarding Technical Issues, Support, and other issues related to product.
Build positive relationships by going above and beyond with customer service, ensuring that all questions and issues are handled appropriately.
Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality
Identify and escalate priority issues that need immediate attention via established workflows
Provide support to our Expert users on our proprietary application
Track issues through a ticket queue and ensure prompt resolution
Responsible for meeting established performance metrics
Other duties as assigned
Prior experience in tech support, desktop support, or a similar role.
Good written and verbal communication and ability to type 50+ WPM
Proficiency with Mac OS, and Windows
Understanding and familiarity with cloud based platforms: Google GSuite, Box, Jira, Salesforce, AWS, Atlassian tools
Strong prioritization skills to ensure the highest levels of support to the business and each user
Effective communication skills with the ability to translate technical terminology to simple terms
Ability to think critically and conduct root-cause analysis
Experience working in a fast-paced, ambiguous, and technical environment
Must be able to conduct video meetings
Terrific deskside manner; and an ability to support users
Extensive experience working with different operating systems including Windows and Mac OS
Understanding and familiarity with cloud based platforms: Google GSuite, Box, Jira, Salesforce, and AWS.
No heavy lifting is expected, though occasional exertion of about 20 lbs. of force (e.g., picking up and computer / laptops) may be required.
Good manual dexterity required to use common office equipment (e.g., computers, laptop, and mobile devices).
Provide first-line technical support through phone, email, and chat, resolving user issues across devices, software, and networks while documenting tickets, escalating when needed, and ensuring a positive support experience.
Provide first-line technical support across phone, email, and chat, resolving user issues with devices, software, and networks while documenting tickets, escalating when needed, and ensuring a positive support experience.
Resolve technical issues and assist users with software functionality while providing a positive support experience through effective communication and troubleshooting.
Provide first-level technical support across devices, software, and basic network issues, documenting requests, resolving or escalating problems, and following up to ensure users are satisfied.
Provide IT service desk support by handling customer incidents from intake through resolution, troubleshooting hardware and software, documenting actions, escalating issues, and maintaining professional customer communication.
