Nucleus Software

Customer Support

• Monitor the call queue and ticket boards, and promptly address incoming calls and tickets.
• Maintain ticket hygiene by managing and completing tickets from initiation to resolution.
• Troubleshoot and resolve technical issues according to established procedures and guidelines.
• Utilize knowledge base resources such as ITGlue; conduct external research and seek guidance from superiors and peers as needed.
• Update internal documentation through our knowledge base resources and other relevant systems to ensure accurate and up-to-date information.
• Collaborate with your manager and appropriate stakeholders to ensure efficient use of resources, particularly for time-intensive tasks.
• Make decisions related to access permissions and prioritization of incoming tickets, ensuring high-priority issues are addressed promptly.
• Attend all required meetings, including Pod Huddles, one-on-one sessions, and team meetings.
• Maintain a deep knowledge of technology products and services applicable to the client base, including hardware, software and Nucleus services.
• Other duties as assigned.

Support Specialist – Bilingual