Technical Support Representative

Description:

Responsibilities

• Help with Client Interaction: communicate with our customers to understand the technical issues they're reporting, and provide updates in a friendly & timely manner.

• Triage and Troubleshoot: diagnose errors and technical issues that have been escalated to the 1st tier/front line team. Provide solutions, where possible.

• Determine Path of Escalation: based on the results of troubleshooting, determine the source of the error, severity level, and direction of escalation.

• Create documentation: guides, and workflow diagrams for reference and support purposes.

• Maintain Coverage: help our support team and enterprise clients by covering certain "time blocks," during which you will be monitoring inbound channels when technical escalations are most likely to occur.

• Collaborate with team members and developers: work with team members to communicate known bugs, manage active incidents, brainstorm on new challenges, and handle technical issues.

• Work with the 2nd and 3rd tier teams to report product bugs.

• Provide customer support and develop new skills quickly in a constantly evolving IT environment.

• Participate in the IT Department standups, incident drills and meetings..