To Summarize:
- You need to learn great customer service skills in voice, email, txt, Slack, or other
- The ability to help start the support experience in a professional manner
- Monitoring key information in front of you using dashboard
- Perform light user administration duties like password resets, ticket creation, scheduling or calendar events for future promises of action, getting the message to the right person
High-level Responsibilities:
- Use monitoring dashboards to validate alerts, escalate to the right team member
- We have 10+ tools that send us alerts that need to be monitored and responded depending on severity
- Must have experience in hardware, camera installations, familiar with networking devices.
- Review queue of technical support “tickets” or “requests”, work to maintain an even number of tickets assigned to technical and non-technical team members
- Sometimes helping customers generates new technical requests or sometimes even new sales request you’ll be responsible for cleanly handing off to the next best person
- Understand the people and the technical obstruction preventing your customer from succeeding and remedy or escalate to the next best person
- Re-prioritize tasks, practice clean-handoff, assist your team by making sure information is clear and accurate. Look carefully and listen closely.
- Making and sending key communications to customers to provide executive summaries and working to demystify problems
- Verify contact information for all human capital, people, vendors and their data
- Use CRM and Webapps to understand systems that people and aid in fixing broken software
- Coordinating events with technical and non-technical people
Requirements:
- Zero to five years of experience working in an end-user support role or similar experience in customer service facing job position. We can train the right person!
- Experience and understanding of Microsoft Operating System products and Office products
- Extra credit: any vendor certifications from Microsoft, Cisco, CompTIA, or other
This is a Direct Hire position.
Compensation and Benefits:
- Competitive compensation depends on experience
- We offer health benefits and 401k with matching
