IT Support Representative – Tier 3

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🕒 April 1

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CrewBloom

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

🤝 B2B

☁️ SaaS

🎯 Recruiter

B2B • SaaS • Recruitment

CrewBloom is a remote staffing agency dedicated to connecting businesses with top-tier remote talent across various industries. They streamline the hiring process by sourcing, screening, and onboarding qualified candidates tailored to the specific needs of their clients, ensuring a seamless integration into teams. With a focus on global talent acquisition, CrewBloom empowers companies to scale their operations efficiently while reducing costs and maintaining compliance with HR regulations.

📋 Description

• Provide support to external customers and internal employees. • Log and handle a wide range of support tickets. • Address issues related to onboarding and offboarding employees, equipment repairs, platform technical issues, product enhancements, and more. • Respond to inquiries from Professors, Instructors, Students, and Researchers regarding website access and technical problems. • Ensure accurate ticket triaging and routing to appropriate teams for resolution. • Maintain communication with ticket reporters throughout the resolution process.

🎯 Requirements

• Excellent English communication skills. (both verbal and written) • Note that almost all of our communications around our tickets are written (there is no "call" center and it is rare that we would call a customer). • Attention to detail is key to this position. • Being resourceful • Thinking "outside the box" • Knowing how to use Google or even AI tools to assist with searching for answers or troubleshooting. • Familiar with managing tickets in Jira • Able to use Confluence to maintain a Support knowledge base (documentation skills) • Moderate skills with Salesforce (ability to search records for details and occasional basic editing) • Basic skills with HubSpot • Solid understanding of web page construction (HTML, CSS, JavaScript) • Know how to execute standard debugging for website issues • Understand how to use a web browser console log in the debugging process • Decent understanding of computer networks • Knowing HTTPS vs HTTP • Know what is a Public IP address, and a Domain Name • Understanding what a Firewall does • What does a Proxy Server do • Understanding of the basics of SSO • Familiarity with XML and JSON can be very helpful in some cases. • Minimum Technical and Work Environment Requirements: • Internet Connection: • Primary internet connection with a minimum speed of **15 Mbps**. • Backup internet connection with at least **10 Mbps**. • Backup connection must be capable of supporting work during a power outage. • Primary Device: • Desktop or laptop equipped with at least: • Intel Core i5 (8th generation or newer), Intel Core i3 (10th generation or newer), AMD Ryzen 5, or an equivalent processor. • A minimum of **8 GB RAM**. • Backup Device: • Must meet or exceed the performance of an Intel Core i3 processor. • Must be functional during power interruptions. • A functioning **webcam**. • A **noise-canceling USB headset**. • A **quiet, dedicated home office space**. • Peripherals and Workspace: A **smartphone** for communication and verification purposes.

🏖️ Benefits

• Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth. • Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field. • Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward. • Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards. • Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment. • Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.