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Cloud Technical Support Representative
2 weeks ago
Requirements:
- Experience with cloud-based software (SaaS)
- 1-2 years of experience in a customer service/support role is required.Previous call center experience is required.
- 1-2 years of computer application-based technical support experience or IT experience is required
- Previous call center experience is required
- Working knowledge of Microsoft Windows administration tools
- Basic understanding of Microsoft SQL Server
- Basic understanding of network concepts including NETBIOS over TCP/IP fundamentals
- Apple iPad & Parallels knowledge is a plus
- Familiarity with HIPAA regulation is preferred
- Troubleshooting experience a plus
- Advanced English skills
- Works hard with little supervision
- High-level interpersonal skills
- Detailed-oriented with exceptional documentation skills
- Must be amenable to working ona night shift schedule
- Amenable to work on a hybrid setup
- Can start ASAP
Duties/Responsibilities:
- Determines eligibility by comparing client information to requirements
- Answer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Microsoft Windows Operating System and Apple iOS environments
- Utilize active listening and empathy skills
- Strive to meet or exceed call center metrics and service levels
- Schedule and engage in follow-up calls with clients regarding ongoing technical issues
- Resolve technical escalations from the Product Support phone and chat team
- Troubleshoot issues that may occur during database updates, new software installations, and server migrations.
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