Position Responsibilities:
- Provide 1st level support for clients, troubleshoot and resolve issues with company software
- Receive inbound phone calls and accurately log all call conversations in Zendesk in a timely manner
- Work closely with Tier 2 technicians to escalate issues as required and ensure our clients remain informed of the progress of escalated tickets
- Work inbound emails
- Assist supervisor to create processes to effectively escalate and track problems as they occur with Zendesk’s ticketing system
- Performs other related duties as assigned by management
Position Requirements:
- 2 or more years’ experience in customer service
- Proficient in Microsoft Office 365 (Outlook, Excel, Word, OneDrive)
- Experience in troubleshooting various applications
- Must be detailed oriented and self-motivated
- Able to thrive in a fast-paced, deadline driven environment
- Strong written and verbal communication skill
- Excellent customer service skills