Technical Support Representative

Responsibilities:

• Create tickets from incoming calls and assign them accordingly or queue them up in the No-Tech queue; new tickets should include answers to the prescribed probing questions. 
• Take/get support tickets endorsed from the No-Tech queue, receive email tickets, or update the existing tickets from customer contacts using the same means - phone, email, SMS, or even endorsement from a fellow Tec, Senior Tech, or Client POC [Joannie Fowler].
• Update existing tickets assigned in their ticket bucket and get more tickets in case none of them can be resolved at a given time; these can be scheduled or not. 
• Prioritize the resolution of support tickets based on the criteria set by the Client POCs [Joannie Fowler or Sarah Dutra]
• Review the new tickets and make sure they are triaged/merged/canceled accordingly, particularly after being back from breaks.
• Escalate the non-tech tickets accordingly, partner up with Sales/Project Management/Developer, etc., make sure to follow through in case their ownership is retained.

Qualifications:

• Must be at least 18 years of age
• Must be able to work full time, 40 hrs per week
• Must be able to work on a rotating schedule and weekends/holidays
• Good English communication skills both written and verbal
• Experience with Zendesk or any similar ticketing platforms 
• Experience with order processing accounts is preferred
• Can multi-task as this person will manage emails and inbound calls 
• Experience with the following tools or similar: MySQL, Log Me In, Team Viewer, WebEx Experience with troubleshooting POS servers and facilitating remote sessions 
• Advanced troubleshooting skills with both hardware and software, networking
• Preferably has experience with both Mac and Windows OS, iOS and Android Programming experience is a plus