Job Description
- Research, diagnose, troubleshoot and identify solutions to resolve customer issues
- Respond to customer inquiries and assist in troubleshooting and resolving challenges
- Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Provide prompt and accurate feedback to customers
- Ensure proper recording and closure of all issues
- Document knowledge in the form of knowledge base tech notes and articles
- Follow the SLA for issues with respect to the severity
Qualifications
- 1-2 years of proven experience in a heavy customer focus position involving and technical knowledge of a companies' products and services
- Must possess knowledge of JavaScript, HTML, CSS, REST API, JSON
- In-depth knowledge in the product that the technician is supporting.
- Strong problem-solving skills
- Excellent client-facing skills
- Excellent written and verbal communication skills
- Comfortable working in and assisting others through company help desk software, such as Zendesk or other case management software
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