Technical Support Representative
Yesterday
Description
• Create tickets from incoming calls and assign them accordingly or queue them up in the No-Tech queue; new tickets should include answers to the prescribed probing questions. • Take/get support tickets endorsed from the No-Tech queue, receive email tickets, or update the existing tickets from customer contacts using the same means - phone, email, SMS, or even endorsement from a fellow Tec, Senior Tech, or Client POC [Joannie Fowler]. • Update existing tickets assigned in their ticket bucket and get more tickets in case none of them can be resolved at a given time; these can be scheduled or not. • Prioritize the resolution of support tickets based on the criteria set by the Client POCs [Joannie Fowler or Sarah Dutra]. • Review the new tickets and make sure they are triaged/merged/canceled accordingly, particularly after being back from breaks. • Escalate the non-tech tickets accordingly, partner up with Sales/Project Management/Developer, etc., make sure to follow through in case their ownership is retained.
Requirements
• Must be at least 18 years of age • Must be able to work full time, 40 hrs per week • Must be able to work on a rotating schedule and weekends/holidays • Good English communication skills both written and verbal • Experience with Zendesk or any similar ticketing platforms • Experience with order processing accounts is preferred • Can multi-task as this person will manage emails and inbound calls • Experience with the following tools or similar: MySQL, Log Me In, Team Viewer, WebEx • Experience with troubleshooting POS servers and facilitating remote sessions • Advanced troubleshooting skills with both hardware and software, networking • Preferably has experience with both Mac and Windows OS, iOS and Android • Programming experience is a plus
Apply Now