Technical Support Agent
New
M
Military, Veterans and Diverse Job SeekersTechnical Support
United States, ETFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- Two+ (2+) years
- Required Skills
- Data AnalysisJiraCustomer SuccessTroubleshootingTechnical support
Requirements
- Bachelor's degree in a related field
- Two+ (2+) years of experience in customer support
- Demonstrated success in providing customer support
- Experience in resolving technology-based issues
- Experience in designing client-focused solutions based on customer needs
- Strong interpersonal skills for mobilizing internal resources
- Strong organizational and decision-making skills
- Strong analytical skills with a proven track record of resolving inquiries
- Strong verbal and written communication skills
- Initiative and creativity
Responsibilities
- Utilize the service desk software system (Jira) to process and respond to customer inquiries, feedback, and complaints
- Serve as the technical support hotline on-call person during pre-defined technical support hours
- Improve service desk responses and contribute support-related articles to a knowledge base platform
- Adhere to and contribute to the continuous improvement of our Quality Management System
- Collaborate with the Customer Success, Product, and Engineering teams to resolve customer issues and design solutions based on customer feedback
- Support the QA team in reproducing issues when needed
- Provide metrics and insight into customer inquiries, feedback, and complaints
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