Technical Support Representative
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Job Description
Technical Support Representative providing expert technical support for cloud-based solutions to government clients. Handling complex issues and collaborating with internal teams for resolution.
Responsibilities:
- Autonomously and confidently handle complex customer issues
- Proactively work directly with customers via email, chat, support tickets, phone calls and virtual face to face meetings to resolve their support query.
- This includes accurate record keeping in Salesforce across the customer account, support ticket, phone call or meeting and On - Call support.
- Become a subject matter expert on the Products you support
- Effectively collaborate with key internal teams spanning Technical Support, Engineering, Product and Service Delivery
- Work directly with clients to understand issues, document in a case, and work towards resolution.
- Adherence to our Service Level Agreements (SLAs), this includes customer response times, triaging of high severity issues, timely resolution of issues.
- Serve as an escalation point for key internal teams such as Customer Success, Sales, Product & Engineering and Management
- Complete ownership of technical issues as you collaborate with Product and Engineering teams to resolve more advanced issues
- Resolving escalated customer complaints, especially when technical in nature, without the need for team lead or managerial intervention.
- Adherence to rotational / fixed shifts and On - Call support.
- Ability to troubleshoot issues ranging from simple single failures to complex multi-factored problems.
Requirements:
- Minimum 2 years’ experience providing technical support for cloud-based software and services.
- Ability to convey complex technical issues to technical novices as well as other experts.
- Medium knowledge of Networking Protocols.
- LAN and WAN infrastructure.
- Low-Medium knowledge of HTML, CSS, databases.
- You’ve used ticketing systems such as Zendesk, JIRA, Wrike, Salesforce or others.
- Knowledge of computer hardware and software, operating systems, and common software applications.
- Experience in building your own PCs.
- Experience with live streaming.
- Gaming, Twitch, YouTube or streaming to other channel content channels.
- Knowledge of video resolutions, frame rates, video formats and experience troubleshooting audiovisual systems including understanding wire diagrams, as-builts and signal flow.
- Knowledge of broadcast video hardware including cameras, switchers, signal scalers and converters.
- Strong client communication skills, exhibiting patience and grace in high stress situations.
Benefits:
- Employee Resource Groups to encourage diverse voices
- Coffee with Mark sessions – Our employees get to interact with our CEO on very important and sometimes difficult issues ranging from mental health to work-life balance and current affairs.
- Microsoft Teams communities focused on wellness, art, furbabies, family, parenting, and more.
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