Vets Hired
Technical Support Agent (Remote - ET Based)
Vets Hired, San Diego, California, United States, 92189
About the job Technical Support Agent (Remote - ET Based)
The
Technical Support Agent
reports to the Lead Technical Support Agent and is part of the Customer Success Team. This position will support customers by addressing customer support requests, including troubleshooting customer issues and concerns. Success in this role means collaborating with the broader Customer Success team, as well as the Product, Engineering, and Quality Management teams in order to achieve high levels of customer delight.
Responsibilities
Utilize the service desk software system (Jira) to process and respond to customer inquiries, feedback, and complaintsServe as the technical support hotline on-call person during pre-defined technical support hoursImprove service desk responses and contribute support-related articles to a knowledge base platformAdhere to and contribute to the continuous improvement of our Quality Management SystemCollaborate with the Customer Success, Product, and Engineering teams to resolve customer issues and design solutions based on customer feedbackSupport the QA team in reproducing issues when neededProvide metrics and insight into customer inquiries, feedback, and complaintsDesired Skills & Experience
Bachelors degree in related field with customer support experienceTwo+ (2+) years of experience with demonstrated success in providing customer supportExperience in resolving technology-based issuesExperience in designing solutions that are client-focused and based on the feedback and needs of the customerStrong interpersonal skills to mobilize internal resources to address customer feedbackStrong organizational skills along with solid decision-making skillsStrong analytical and interpersonal skills, proven track record of effectively and efficiently resolving customer inquiriesInitiative, sense of urgency, passion, energy to succeed and thrive in fast-paced, entrepreneurial cultureDemonstrated initiative and creativityStrong verbal and written communication skills
The
Technical Support Agent
reports to the Lead Technical Support Agent and is part of the Customer Success Team. This position will support customers by addressing customer support requests, including troubleshooting customer issues and concerns. Success in this role means collaborating with the broader Customer Success team, as well as the Product, Engineering, and Quality Management teams in order to achieve high levels of customer delight.
Responsibilities
Utilize the service desk software system (Jira) to process and respond to customer inquiries, feedback, and complaintsServe as the technical support hotline on-call person during pre-defined technical support hoursImprove service desk responses and contribute support-related articles to a knowledge base platformAdhere to and contribute to the continuous improvement of our Quality Management SystemCollaborate with the Customer Success, Product, and Engineering teams to resolve customer issues and design solutions based on customer feedbackSupport the QA team in reproducing issues when neededProvide metrics and insight into customer inquiries, feedback, and complaintsDesired Skills & Experience
Bachelors degree in related field with customer support experienceTwo+ (2+) years of experience with demonstrated success in providing customer supportExperience in resolving technology-based issuesExperience in designing solutions that are client-focused and based on the feedback and needs of the customerStrong interpersonal skills to mobilize internal resources to address customer feedbackStrong organizational skills along with solid decision-making skillsStrong analytical and interpersonal skills, proven track record of effectively and efficiently resolving customer inquiriesInitiative, sense of urgency, passion, energy to succeed and thrive in fast-paced, entrepreneurial cultureDemonstrated initiative and creativityStrong verbal and written communication skills