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Tier 1 Technical Support Agent

hace 4 meses

Mexico City Zipdev A tiempo completo

As a tech-savvy Technical Support Agent, you will work with our clients to ensure successful usage of our products and services, including industry-leading Learning Management System, as well as managed virtual events. Our Technical Support Agent’s achieve this through understanding our various web-based platforms and relying on their technical knowledge and ability to troubleshoot a wide array of inquiries on a daily basis, from clearing the cache in a browser to identifying audio issues. Our main goal is ensuring both end-users and admins understand we are there for them to solve their queries. This role will assist with our Level 1 inquiries and will collaborate with other technical teams to ensure a quick resolution for both learners and client admins.

As a member of the Client Experience team, you will be the first point of contact for an individual requesting technical assistance. Support includes servicing Client admins and platform end-users/learners. The client experience you deliver will make you a critical player in driving long-term client success and demonstrating the value of our partnership. You will work cross-functionally with multiple internal teams to develop a keen understanding of customers’ unique business needs and challenges, and proactively work to continuously improve the customer experience with enhanced knowledge and clear lines of escalation.

Schedule

Although you will have a set default schedule of 8AM – 5PM Pacific Time, some flexibility is required. We have clients from all over the world and support for live events outside of normal local business hours is needed at times. We are looking to expand our coverage so a willingness to work nights and/or weekends is appreciated.

Responsibilities

  • Provide technical support via phone or tickets assisting platform end-users and admins with majority of our client base falling in the association industry as well as for profit education businesses
  • Troubleshoot technical hardware and software issues involving internet connectivity, browser requirements, accessing webinars and live streams, and more
  • Embrace a collaborative work environment where we are able to interact with other teams to continuously enhance our knowledge of our platform and service offerings 
  • Strive to  increase the rate and speed of ticket resolution
  • Track cases in ticketing system with appropriate and accurate information
  • Escalate inquires when necessary to Tier 2 & Tier 3 team members, with clear and detailed notes to ensure fast resolution 
  • Openness and comfort to telephone conversations with end users, as well as admins
  • Stay current with platform/system information, changes, and updates
  • Triage customer issues, debug, and find workarounds if possible
  • Improve the Blue Sky client experience through excellent customer interaction
  • Submit and comment on bug reports and feature requests based on customer interactions
  • Maintain high ticket performance and satisfaction
  • Participate in the rotation to provide off-hour support

Requirements

  • 1 to 3 years of experience in customer support (Preferred experience: SaaS solution)
  • Versatility with technology and workflows, should have a high level of computer fluency
  • Affinity for (and experience with) providing customer support and making customers happy
  • Enjoy solving many small problems per day
  • Strong attention to detail
  • Ability to triage and resolve bugs, quickly and accurately
  • Ability to communicate complex technical topics clearly in written and spoken English with customers via tickets, calls, and chat
  • Experience with support platforms (ex. Freshdesk, Zendesk, etc.) preferred
  • Working knowledge of PC and Mac operating systems and browsers
  • Currently living in Latin America
  • Excellent English communication skills

Extra Credit

  • Experience with virtual event platforms (ex. Adobe Connect, Zoom, webcasting etc.)
  • Thirst for proactively learning and testing functionality of our SaaS LMS platform to meet customers’ unique needs
  • Experience as your friend’s/family’s “go-to person” for computer help
  • Bilingual (English and Spanish) 

Benefits

  • Work remotely Monday - Friday, 40 hours a week (no weekends)
  • Vacation: 10 business days a year
  • Holidays: 5 National Holidays a year
  • Company Holidays: 5 Company Holidays a year (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day)
  • Parental Leave
  • Health Care Reimbursement
  • Active Lifestyle Reimbursement
  • Quarterly Home Office Reimbursement
  • Payroll Deduction Purchase Plans
  • Longevity Bonus
  • Continuous Learning Bonus
  • Access to Training and Professional Development Platforms
  • Did we mention it's REMOTE?

One of our core values at Zipdev is "Be authentic." that's why we encourage you to answer the application form in your own words; we are interested in getting to know you, not a digital assistant.