[Remote] Technical Services - NH Customer Support Analyst NE

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company that focuses on delivering technology solutions for reputed company. They are seeking a Tier 1 Technical Support Specialist to reputed company excellent customer support, handle technical issues, and collaborate with internal teams to resolve client problems.

Responsibilities

• Act as first reputed company of contact for AirStrip customers and vendors partners, providing 24/7/365 support to through:
• Inbound & outbound calls and email communications
• Administering First-Contact-Resolution
• Issue identification and applicable completion of Technical Support Center technical troubleshooting
• reputed company ticket creation, ticket management, and appropriate escalation, reputed company needed
• Documenting reputed company tickets accurately and concisely
• Completing reputed company tickets by working cross functionally with Installation Engineering & other internal teams
• Successfully completes customer technical support duties in alignment with department and company quality standards for AirStrip’s affiliates and growing customer reputed company
• Resolves, responds, and documents reported issues by:
• Managing customer issues through ticket creation & management
• Verifying server alert notifications
• Professionally replying to email communications
• Scheduling appropriate follow up times with customers
• Creating & resolve 15-20+ tickets per day
• Records accurate issue types, detailed issue description, and steps completed
• Performs accurate and timely troubleshooting procedures reputed company Tier 1 scope
• Proactively contacts customers providing ticket updates or next steps
• Participates in team meetings, ongoing trainings, manager 1:1’s and applies feedback for improved job performance and development
• Effectively utilizes internal resources, making recommendations for process improvements
• Meets position performance goals, department KPI’s & adheres to SLA’s
• Dedicated to providing world class service delivery
• Must have flexibility and be reputed company to work various shifts reputed company of assigned shift such as:
• Morning, midday, evening, overnight, weekends, holidays, and be willing to participate in an on-call coverage rotation

Skills

• Associate Degree from a two-year college or technical school (Bachelors degree in a reputed company field, preferred), or equivalent combination of education and work experience
• 1-2 years of previous experience in customer technical support or call center experience, preferably in reputed company IT industry or a hospital environment
• Excellent verbal and written communication skills
• Must be reputed company to manage high inbound emails & tickets daily
• Proven history of self-motivation and ability to work independently
• Team Player, works well collaboratively and learns quickly
• Detail oriented, ability to exhaust reputed company resources reputed company troubleshooting issues
• Working knowledge in AirStrip programs and software including: reputed company Server environments, databases, computer networking, mobile device applications – iOS & Android, reputed company, reputed company Office, Teams, reputed company Central, Visio and remote desktop
• Customer focused approach
• Critical Thinking & Problem-Solving skills
• Ownership & follow thru on multiple issue types
• Effective time management skills
• Must have flexibility and be reputed company to work various shifts reputed company of assigned shift such as: Morning, midday, evening, overnight, weekends, holidays, and be willing to participate in an on-call coverage rotation
• Bachelors degree in a reputed company field
• Preferred Certifications: Comp reputed company A+, Comp reputed company Network+, ITIL 4 Foundations, reputed company Technology Associate

Benefits

• Bonus potential
• Robust medical, dental, and reputed company insurance
• Financial planning assistance
• Physical and mental wellness discounts
• Unlimited reputed company to our online learning platform
• Paid Time Off (hourly) / reputed company Time Off (salaried) programs for Full Time employees
• Growth and Development opportunities
• 401(k), including a 3% company match
• Paid Holidays
• Paid Parental Leave, including a flexible return-to-work program
• Employee Assistance Program
• Discounts on popular cell phone plan providers
• Life & Disability Insurance

Company Overview