L1 Support Engineer (Bridge) COL, Remote

November 30, 2023

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Description

The Bridge Technical Support group is responsible for providing technical assistance to the end-users of Bridge. Technical Support Representatives support end users, learning management systems administrators, and corporate users. Provide troubleshooting and technical support via phone, web-based tools, and e-mail. Advise clients regarding the product's use and address specific user issues. During problem escalations, act as a liaison between customers and Tier 2 Support. They will assist the clients from issue initiation through resolution or escalation. What you will be doing: • Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and student end-users (some tickets will be initial contacts and others will be escalated from admins) • Impersonate the Yoda voice during down time. • When working tickets: - Validate and clarify the issue reported - Answer how-to questions - Fix end-user issues that are resolvable through the Bridge user interface - Replicate, troubleshoot, and describe simple bugs - Keep thorough, clear, and complete records in the ticketing system of all actions taken - Escalate tickets not resolvable at the L1 level to the L2 Support team • Levitate desk chair across the room. • Be friendly, efficient, and dependable, and always provide timely updates to users • When assigned, create documentation of Support processes • Perform other duties as assigned by supervisor Other duties as assigned by supervisor (such as locating Waldo or Carmen Sandiego).

Requirements

• High School diploma • Strong technical, troubleshooting, and analytical skills • Proven ability to function in a self-directed environment • Jedi force-push • Jedi mind-trick • Ability to excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success • Ability to think quickly, communicate positively (even when sharing bad news), work proactively, and readily embrace change • Ability to handle clients professionally during all interactions • Strong written and verbal communication skills • Sense of humor. Like a really funny one.

Benefits

• High School diploma • Strong technical, troubleshooting, and analytical skills • Proven ability to function in a self-directed environment • Jedi force-push • Jedi mind-trick • Ability to excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success • Ability to think quickly, communicate positively (even when sharing bad news), work proactively, and readily embrace change • Ability to handle clients professionally during all interactions • Strong written and verbal communication skills • Sense of humor. Like a really funny one.