Monitor and respond to multiple channels of customer communication including chat, email, and phone.
Accurately entering/updating tickets into a ticketing system, assigning the tickets per a documented schedule or process, and calling technicians as required to support issues.
Support the following types of calls, questions, or tickets (not all-inclusive): IT Desktop Applications (ex. Outlook, Microsoft Office, VPN software, Windows/MAC OS), IT Infrastructure (ex. telephones, network/internet connectivity), Customer Service Requests (ex. password resets, VPN token resets, service questions), Application Troubleshooting.
Production and Non-Production environment platform monitoring for alarms and performance issues on systems, applications, databases and network/customer connectivity.
Manage alarm events and technical application issues – creating, modifying, troubleshooting and closing trouble tickets and routing issues to appropriate teams or vendors to be investigated and aid wherever needed or requested.

Requirements

Minimum 1-3 years of customer service experience with a technical Helpdesk or customer facing position.
Familiarity with Linux, Windows, MAC OS Operating Systems, Networking concepts, AWS concepts, and Security concepts and terminology.
Working knowledge of JavaScript coding is a plus.
Microsoft Office troubleshooting skills and Desktop support experience.
Excellent written and verbal communication skills and the ability to author professional and easy to follow instructions and correspondence.
Initiative, critical thinking and good follow-through.
Being a self-starter and an excellent team player.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

LinuxWindowsMAC OSJavaScriptMicrosoft OfficeNetworking conceptsAWS conceptsSecurity conceptsDesktop supportApplication Troubleshooting

Soft Skills

customer servicewritten communicationverbal communicationinitiativecritical thinkingfollow-throughself-starterteam player