Cloud Service Technician
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Job Description
Remote Cloud Service Technician providing frontline support for Rightworks’ managed cloud and applications. Troubleshooting customer technology issues, managing tickets, and escalating high-priority incidents.
Responsibilities:
- Provide frontline customer support through assigned queues
- Work service tickets received via portal, email, or supervisor assignment
- Meet assigned metric goals
- Maintain an active presence in assigned queues
- Update and manage service tickets according to internal policies
- Resolve customer issues by phone and email
- Perform Tier 1 troubleshooting on live calls
- Create tickets with complete problem descriptions and customer details
- Resolve basic and intermediate customer requests using processes, knowledge bases, and troubleshooting skills
- Identify and escalate advanced and high-priority issues
- Edit, update, and contribute knowledge-base articles
- Update tickets with Type, Subtype, and Item for work tracking
- Participate in team discussions and mentor CST personnel as needed
- Perform additional tasks such as App Availability and Driver’s Ed
- Follow directions from senior technicians and supervisors
Requirements:
- Passion for delivering outstanding customer service
- Ability to communicate clearly, confidently, friendly, and professionally with customers
- Proficiency in computer usage, internet, and Microsoft Office suite of applications
- Intermediate networking knowledge: Ping, Trace Route, Gateway, DNS, Subnet, IP Address, and MAC Address
- Intermediate application support knowledge
- Intermediate troubleshooting fundamentals
- Intermediate understanding of cloud computing
- Intermediate understanding of virtualization
- Intermediate understanding of how technology interacts
- Ability to work overnight or weekend shifts as assigned
Benefits:
- Company-paid short- and long-term disability insurance
- Company-paid life insurance
- Generous 401K match
- Affordable medical coverage
- Dental coverage
- Vision coverage
- Generous PTO bank
- Numerous paid holidays
- Volunteer paid time off
- Equal Opportunity Employer
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