Technical Support Agent Tier 1

Job Details
Level
Experienced
Job Location
Remote – Anywhere in US – Folsom, CA
Remote Type
Fully Remote
Position Type
Full Time
Education Level
High School
Travel Percentage
None
Job Shift
Day
Job Category
Operations
Description
Qualifications
Position Title: Technical Support Agent Tier 1
Department: Support
Reports To: Director of Technical Support
Job Type: Full-time, Hourly
FLSA Status: Exempt

Overview: The Technical Support Agent is responsible for providing exceptional customer service while helping external customers identify and resolve technical application issues for our suite of products through all means available (i.e. phone, email, chat, etc.). The position is part case and expectation management and part investigating and troubleshooting issues that range from simple to very complex. The software application is custom although it rides atop a SQL database. The TSA will be included on the on-call rotation of a week (Once every 4-5 weeks) for emergency after-hours support line. The agent is responsible for the case management in our CRM system as appropriate. This individual must be detail oriented and possess a strong technical interest.

Key Responsibilities:

Facilitate communication between One Inc Support and customers regarding open cases
Troubleshoot technical problems and answer support questions for One Inc. products
Create, update, and close their CRM tickets as appropriate
Escalate complex, difficult, or complaint calls to a Tier II Technical Support Engineer or Manager and/or other internal resources necessary
Clearly articulate technical issues, solutions, and activities to colleagues and clients
Investigate bugs, support, change, and/or features requests by gathering business and technical requirements
Creation and review of knowledge base articles for reference by other team members
Work in team environments that span functional and geographic boundaries
Build strong, trustful relationships with customers
Other duties assigned as necessary

Skills & Abilities:

Excellent attention to detail, strong investigative skills and exceptional analytical skills
Solid time-management skills
Strong interpersonal skills and the ability to adapt in a complex and changing environment
Excellent verbal and written communication skills
Excellent customer service ability that results in trust and long-standing relationships with our customers
Demonstrated ability to prioritize and multi-task in a deadline driven, high pressure environment where urgency is the key to Client happiness
Must be team oriented with the ability to work independently and have the flexibility to work on holidays and weekends as needed
Understanding of SQL-based database structure and queries
Familiarity with API calls and reading log files
Intellectual curiosity to solve complex problems using critical thinking

Preferred Skills:

Business to business external customer support
SaaS support experience
Insurance industry experience dealing with a policy and/or agency management system
Exposure to PCI compliance standards and software development lifecycles
Have any/ all of the following experience using: Salesforce, JIRA, and AHA experience a plus.

Education & Experience:

Bachelor’s Degree in Computer Science, Information Systems, or at least 2 years technical support or equivalent software application experience
Proven work experience in a similar role, – insurance or payments industry experience preferred

Desired Traits:

Growth Mindset, Problem Solver, Self-starter, Demonstrates Ethical Behavior, Strong Drive, Team Player, Supportive & Adaptable to Change, Exudes a commitment to Personal & Professional Development