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About the role
Key responsibilities & impact- Provide comprehensive support through both phone and ticketing system.
- Gather initial information to understand and troubleshoot software-related issues.
- Document all relevant information accurately in the ticketing system.
- Assess and triage support cases, routing them to the appropriate internal teams.
- Maintain clear and concise communication with customers and internal teams.
- Meet defined SLAs for first response and resolution of support cases.
- Collaborate effectively with internal teams, external partners, and third-party vendors.
- Escalate tickets to appropriate teams or levels of support when necessary.
- Maintain a low percentage of cases escalated due to case hygiene or failure to meet SLA.
- Handle critical responses and escalate cases based on severity.
- Maintain a low call unanswered rate to ensure customer phone calls are promptly addressed.
- Resolve issues based on defined runbooks, policies, and procedures.
- Curate various types of documentation utilized to expand the footprint of the Tier 1 service.
- Utilize active listening, empathy, and other emotional intelligent skills to properly handle customer interactions.
- Meet or exceed the defined required customer service satisfaction score.
Requirements
What you’ll need- Strong customer service skills and ability to multi-task
- Strong analytical, troubleshooting, and problem-solving skills
- Ability to prioritize tasks and self-manage
- Ability to quickly learn and expand knowledge in relevant processes and application as part of day to day.
- Excellent listening, oral, and written communication skills with strong interpersonal skills.
- Possess strong sense of teamwork, integrity, and positive attitude.
- 0-1 year technical customer support experience.
- Fluency in English
Benefits
Comp & perks- Inclusive workplace culture
- Opportunities for professional growth and development
- Equal opportunity employer
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingproblem-solvingcase triagedocumentationSLA managementrunbookscustomer serviceticketing system
Soft Skills
active listeningempathycommunicationinterpersonal skillsteamworkintegritypositive attitudemulti-taskinganalytical skillsself-management