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In this role, you will serve on the front line of intake, analysis, and triage of customer issues and provide resolution, coordination, escalation and follow up to ensure customer needs are handled fast the first time with a high degree of quality.
SKILLS & QUALIFICATIONS:
At least 3 years technical support experience
Strong listening skills and ability to translate customer thoughts into company action
Strong verbal and written communication skills
Excellent telephone / virtual communication etiquette
Demonstrated complex problems solving skills
Good interpersonal and customer service skills
Proven ability to prioritize workload and manage multiple activities at one time.
Experience in utilizing help desk tracking/ticketing tools (e.g., JIRA Service Desk)
Must be dependable with a high sense of urgency
Undergraduate degree in Information Technology, Computer Science or equivalent experience
Knowledge of relational databases, Internet technologies and technical infrastructures
Working knowledge or certification in KCS (Knowledge Centered Support)
Proficiency in English language
