Job Description
We are currently seeking a motivated individual to join our team full-time. You will play a crucial role in providing exceptional technical support to our clients. Your responsibilities will include triaging incoming tickets, coordinating with clients to update software rules, troubleshooting technical issues, employing effective problem-solving techniques, and, when the capacity allows, creating documentation for both internal and external use.
Responsibilities
- Triage incoming tickets: Assess and prioritize incoming support tickets based on urgency and impact. Gather all necessary information to understand the nature of the issue and assign tickets to the appropriate team member for resolution. Provide customer service/support.
- Update client rulesets: Collaborate with clients to update and modify their existing JSON business logic rulesets, ensuring their software is configured to meet their specific requirements.
- Troubleshoot automated lines that are in the field: Resolve any issues related to conveyor automation, whether they be hardware or software related.
- Process improvement: Observe customer needs and provide internal feedback on how support processes can be optimized for greater customer satisfaction and company efficiency. Additionally, contribute to support optimization by updating documentation, training materials, and support tools for both internal and external use.
Qualifications
- Ability to empathize with customers, actively listen to their concerns, and provide timely and effective resolutions.
- Quick learner: Ability to quickly grasp new concepts, technologies, and tools related to the role. Willingness to continuously learn and stay up to date with best practices.
- Problem-solving skills: Strong analytical and problem-solving abilities, with a logical and structured approach to troubleshooting technical issues. Capacity to think critically and identify root causes of problems.
- Good communication skills: Excellent verbal and written communication skills. Ability to convey technical information clearly and concisely to both technical and non-technical individuals.
- Spreadsheet proficiency: Utilize Microsoft Excel and Google Sheets to analyze data and perform basic calculations.
- Education: High School graduate or higher
Preferred Skills
- Experience and understanding of basic computer programming: Familiarity with programming languages, concepts, and data formats, such as JSON.
- Experience in customer service/support: Prior experience in a customer service or support role in an IT environment.
Job Type: Full-time
Pay: $22.00 - $26.00 per hour
Expected hours: 40 per week
Benefits:
Compensation Package:
- Bonus opportunities
- Hourly pay
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: Remote
