Quartz IP

Support Engineer

• Own the ticket queue
• Triage incoming tickets in Zendesk, prioritize by impact and urgency, and drive each one to resolution
• Keep customers informed without being asked
• Reproduce and diagnose issues
• Check the data, read the logs, run the query
• Monitor PracticeLink admin dashboards
• Resolve what you can; escalate what you can’t with a clean, reproducible writeup
• Document as you go and capture solutions in our knowledge base
• Hold the SLA line and hit your response and resolution targets
• Take after-hours rotation if needed

Support Analyst