Operations Support Technician I
DeepSeas
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $30,000 - $35,000 per year
Job Level
Mid-LevelSenior
About the role
- Serve as the initial point of contact for clients, setting the tone for client services; provide first-line defense for company systems and users.
- Receive and assess incoming technical issues and requests via phone, email, chat, or ticketing system; gather essential information to accurately categorize problems.
- Diagnose and resolve common, straightforward issues by following documented procedures and knowledge base.
- Identify and escalate complex or critical issues to Tier 2 or Tier 3 support teams with clear, detailed accounts of the problem and steps taken.
- Maintain professional and clear communication with end-users, keeping them informed of request statuses.
- Create and update help desk tickets, documenting issue, troubleshooting steps, and resolutions to build knowledge base.
- Provide basic technical assistance for user access such as password resets and MFA setup.
- Incident reporting with partner: gather required information from clients/referrals, request services from partners with detailed accurate information, confirm partner acknowledgment, and follow up as needed.
- Support additional Ops Support tasks for the Technology Operations Center team to provide excellent client services as needed.
Requirements
- Technical aptitude: Fundamental understanding of computer systems, networks, and common software.
- Problem-solving: Ability to quickly analyze a problem and determine the most appropriate course of action.
- Communication: Excellent verbal and written communication skills to effectively interact with clients & end-users and technical teams.
- Organizational skills: Ability to manage and prioritize a high volume of support requests and tasks.
- Operational Focus and Mindset – Be prepared to work in a mission-oriented operations team; act with a sense of urgency and importance; be vigilant and diligent to ensure constant high quality.
- Customer service: Patience and a customer-focused attitude to assist people who may be frustrated or under pressure.
- Tools familiarity: Experience with ticketing systems (e.g., Service Now, Slack) and other support software.
- Must be able to understand job duties and responsibilities, have the necessary skills/knowledge and be willing and able to continue learning and growing within the field.
- Proven ability to comprehend and execute documented processes.
- Excellent Client Phone support experience.
- Excellent verbal and written communication skills.