TIER 1 TECHNICAL SUPPORT AGENT
Descripción de la oferta de empleo
Our Technical Support Agent’s achieve this through understanding our various web-based platforms and relying on their technical knowledge and ability to troubleshoot a wide array of inquiries on a daily basis, from clearing the cache in a browser to identifying audio issues.
Our main goal is ensuring both end-users and admins understand we are there for them to solve their queries.
This role will assist with our Level 1 inquiries and will collaborate with other technical teams to ensure a quick resolution for both learners and client admins.
s a member of the Client Experience team, you will be the first point of contact for an individual requesting technical assistance.
Support includes servicing Client admins and platform end-users/learners.
The client experience you deliver will make you a critical player in driving long-term client success and demonstrating the value of our partnership.
You will work cross-functionally with multiple internal teams to develop a keen understanding of customers’ unique business needs and challenges, and proactively work to continuously improve the customer experience with enhanced knowledge and clear lines of escalation.
cheduleAlthough you will have a set default schedule of 8AM – 5PM Pacific Time, some flexibility is required.
We have clients from all over the world and support for live events outside of normal local business hours is needed at times.
We are looking to expand our coverage so a willingness to work nights and/or weekends is appreciated.
esponsibilities Provide technical support via phone or tickets assisting platform end-users and admins with majority of our client base falling in the association industry as well as for profit education businesses Troubleshoot technical hardware and software issues involving internet connectivity, browser requirements, accessing webinars and live streams, and more Embrace a collaborative work environment where we are able to interact with other teams to continuously enhance our knowledge of our platform and service offerings Strive to increase the rate and speed of ticket resolution Track cases in ticketing system with appropriate and accurate information Escalate inquires when necessary to Tier 2 & Tier 3 team members, with clear and detailed notes to ensure fast resolution Openness and comfort to telephone conversations with end users, as well as admins Stay current with platform/system information, changes, and updates Triage customer issues, debug, and find workarounds if possible Improve the Blue Sky client experience through excellent customer interaction Submit and comment on bug reports and feature requests based on customer interactions Maintain high ticket performance and satisfaction Participate in the rotation to provide off-hour support
Detalles de la oferta
- Zipdev
- En todo México
- Sin especificar - Sin especificar
- 22/05/2024
- 20/08/2024
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