Support Engineer – Tier 1

Job not on LinkedIn

November 23

🐊 Florida – Remote

Although this job is listed in Florida, this company may be open to hiring remote in other states.

💵 $50k - $55k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Addigy

WebsiteLinkedInAll Job Openings

Everything You Need to Manage Apple Devices Like a Pro

51 - 200 employees

💰 Private Equity Round on 2022-08

📋 Description

• Provide industry leading white glove customer service and support to our customers who are also IT Professionals. • Timely handling of incoming support tickets through all pertinent channels • Escalation of complex support issues to Tier 2 Support Engineers to get the ticket resolved • Contribute to Support Knowledge Base Articles • Assist with onboarding of new Addigy Interns and Tier 1 Support Engineers • Work on Zendesk tickets and resolve issues with superior customer satisfaction • Address customer inquiries via email, chat, phone, etc. • Troubleshoot macOS, iPadOS, and iOS environments; escalate when needed • Proactively call customers to better understand complex issues • Research and identify solutions before escalating • Use internal documentation/resources to resolve issues • Create/update Knowledge Base articles • Assist with onboarding/training of Interns • Follow SOPs to log/document issues; escalate unresolved cases • Continuously identify ways to improve processes and customer experience

🎯 Requirements

• love for Apple devices and a background in Computer Science, I.T., or related fields • Experience in Apple retail or customer-facing technology support is a plus • A degree is welcome but not required; equivalent experience will also be considered

🏖️ Benefits

• market competitive benefit package