Responsibilities:

📍Study and follow existing documentation on best practices and how-to guides 📍Create new documentation when new issues or requests are reported 📍Build rapport with other team members and clients, as a go-to problem solver 📍Respond to support requests from clients via web-based ticketing and phone systems 📍Call and host video conferences with clients as needed for problem resolution 📍Conduct pre-scheduled onboarding trainings with clients, providing software how-to’s 📍Gather incident details and escalate to the engineering team according to existing standard operating procedures 📍Identify knowledge gaps with clients as it relates to the web-based dashboards for our network management and voice (phone) platforms and provide best practices 📍Work as an administrator in our network management and voice (phone) platform to update settings, configurations, and gather relevant data points for issue resolution 📍Provide timely updates to clients and end-users as their issues are escalated 📍Appropriately label and tag inbound tickets per existing procedures in the help desk 📍Track and record inbound and outbound calls in the help desk 📍Follow-up with clients to ensure customer satisfaction and complete issue resolution 📍Partner with clients during the onboarding process as their primary support resource to ensure a smooth onboarding experience for clients and end-users

Requirements

📍Highly organized, detail-oriented, creative self-starter 📍PC, Mac proficiency (including Office365, Google Suite, etc.) 📍Experience in a customer support and SaaS environment a plus 📍Familiar with web-based softwares and comfortable operating within various systems 📍Familiar with basic wireless and wired network troubleshooting 📍Bachelor's Degree in Computer Science or related field a plus 📍2+ years of relevant experience