Deskside Support Specialist – Information Technology Services
WVU Online
AzureJamf
Customer Support Specialist, Tier 1
Funnel Leasing
full-time
Posted on:
Location: Florida • 🇺🇸 United States
Visit company websiteSalary
💰 $20 - $25 per hour
Job Level
Junior
Tech Stack
Cloud
About the role
- Interact with customers and end users to provide support via phone, email, and chat and answer user inquiries
- Document customer interaction, troubleshooting, and results clearly and concisely
- Apply system analysis of software for best practices per technical documentation and provide solutions
- Analyze, test, and modify Funnel software and integrations based on customer design and implementation
- Identify and escalate trending issues and potential software defects to Leadership and Development
- Draw conclusions from information and discriminate between useful and less useful details to solve problems
- Meet posted metrics for performance, including case volume, CSAT, response, and SLA
- Contribute to Knowledge Centered Services (KCS) by creating or reviewing knowledge articles
- Must be willing to work off hour shifts including weekends, evenings, overnight, and occasional holidays
- Create a culture of continuous improvement and learning
- Foster collaboration within team and across the company
- Perform other duties as assigned
- Travel up to 5%
Requirements
- Multifamily Industry Experience
- Relevant Bachelor’s degree or equivalent, related experience.
- 1-3 years of experience in SaaS software customer support
- Strong verbal and written communication skills
- Experience with ticket management systems such as Salesforce Service Cloud and Jira
- Experience or in-depth knowledge of the real estate / multifamily industry is a plus
- Experience in ITIL, Knowledge Centered Support (KCS), HDI or other support frameworks is a plus.
- Ability to receive and offer constructive feedback and work to maintain company values and collaborative culture
- Ability to successfully follow defined processes and procedures
- Strong customer service skills with the drive to provide the best customer experience
- Organized, detail-oriented, and self-motivated, with the ability to work under pressure
- Ability to effectively communicate through phone, chat, and email
- Ability to work on multiple issues simultaneously in a fast-paced environment
- Ability to work within a team environment and independently
- Proven ability to effectively diagnose and resolve customer issues
- Ability to manage time effectively
