Job Description
Job Description
Job Description
Salary:
Position:
Tier 1 Support Technician (“Service Ninja I”)
Type:
Contract to Full-Time
Location:
Virtual (work from home – Must be located in or around Austin Texas)
Hours:
Primarily 8-5, M-F.
Available:
Immediately
Description: This position reports to the Director of Service & Support and is accountable for the front-line of customer satisfaction on the TechOnPurpose (“#TOP”) Support and Service Delivery helpdesk.
Primary Responsibilities:
- Establish and maintain the front-line “tone of #TOP” in customer satisfaction, consistently serving with genuine care for our customers and a growing aptitude of technology aptitude and unparalleled quality.
- Provide timely, friendly first contact support services for client requests via phone, email or other designated support channels.
- Make and take calls to/from #TOP customers to assist with documented customer needs
- Work to identify customer issues, perform root cause analysis, research problems and potential resolutions where none is know or clear.
- Proactively obtain additional customer/issue information where needed.
- Where applicable, interact with third-party customer partners and vendors to facilitate request/issue resolution.
- Clearly, concisely, and meticulously document customer
interactions, questions, issues and resolutions.
- Author & publish internal and customer portal knowledge base articles to enable better & faster “customer self-service” & internal issue resolution.
- Thoroughly track all time activities associated with customer interactions and service tasks.
- Ensure all customer support requests are acknowledged, reviewed, prioritized, and resolved or assigned to designated escalation resources where applicable.
- Become a subject matter expert (“SME”) on production service & support systems, including:
- Helpdesk systems (Zoho, Connectwise, etc…)
- Dispatch systems
- Time & Materials systems
- IT Automation systems (Automate, Auvik, etc…)
- Customer Contract systems
- Provide daily & weekly service reports as directed.
- Be fully accessible, responsible and available during designated work hours, with regular communication to customers, designated customer’s representatives or vendor partners, and other #TOP staff and engineers via phone, email, business systems and other tools as directed.
- Be creative, share ideas, serve w/genuine care, show initiative & have fun !
Qualifications & Skills:
- Minimum: high school degree or GED, associate’s degree preferred.
- Passionate customer servant
- Passion and aptitude for learning new technologies
- Excellent listener, communicator & collaborator
- Excellent problem-solving skills
- Experience handling stressful customer facing issues
- Passion for excellentce and quality
- 3+ years of advanced PC & Windows operating system skills
- 3+ years office application skills
- 3+ years email & could applications experiences
- 1+ Year IP Network design & troubleshooting skills
- Bonus for:
- Wordpress, css & web hosting experience
- MAC skills
- G Suite Applications
- Labtech/Connectwise Skills
remote work
Job Tags
Full time, Contract work, Remote job,