TSA2 - Technical Support Representative - 22.01

BASIC FUNCTIONS:

• Inbound technical support calls

• Minor outbound (possible outbound follow ups with customers)

• First line of defense for all customer issues + escalations

• Post-deployment resource for all technical support issues, working to implement resolutions or work closely with Product Management to ensure support issues are escalated when appropriate

• Email Responses

• Chat Responses

KEY RESULT AREAS:

• First Response Time

• Full Resolution Time

• Quality

• Average Handling Time

• Attendance

COMPETENCIES NEEDED:

• Speaks well, ability to build rapport.

• Articulate and Comprehensible

• Time and Ticket Management

• Disciplined and focused approach to solving ambiguous customer problems

• Empathic and Great Comms

• Adheres to the highest ethical standards

• Shift and work flexible

QUALIFICATIONS:

• Desired: At least 2 years BS in a technical discipline (e.g., Information Technology, Computer Science)

• Minimum 1 Yr of Technical Support Background

• Computer skills (Basic understanding on Windows applications and Microsoft environment in general.)

• Versed on Microsoft 365

• Proficiency in Salesforce & Jira applications.

• Good comms for voice and good grammar for chat and email.

• Having knowledge of SaaS is an added advantage