Customer Support Representative, L2

🕒 il y a 1 mois

🏄 California – Distant

🏄 California – Remote

💵 $21 - $25 / heure

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

💝 Support Client

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Managed Solution

Site WebLinkedInTous les Emplois

51 - 200 employés

Fondée en 2002

🏢 Entreprise

☁️ SaaS

Enterprise • SaaS • Cloud

Managed Solution est un prestataire de services informatiques gérés de premier plan, spécialisé dans les technologies Microsoft. Ils offrent une gamme de services incluant une assistance informatique, des services de conseil Microsoft, des services de sécurité, des services cloud gérés Azure, et l'automatisation des processus métiers. En tant que principal fournisseur de services Microsoft aux États-Unis, Managed Solution possède de nombreuses certifications Microsoft et offre à ses clients une assistance disponible 24/7/365 depuis les États-Unis. Ils se concentrent sur l'exploitation des technologies de pointe pour améliorer la gestion du cycle de vie des employés, l'engagement des employés et les fusions et acquisitions technologiques. Avec une présence à travers les États-Unis, Managed Solution est dédié à fournir un support informatique complet et des services cloud à divers secteurs, y compris les services technologiques pour la santé et les sciences de la vie.

Description

• Answers incoming help desk inquiries via phone and email, providing a positive first impression of our company • Uses entry-level technical skills and company processes/client service level agreements to prioritize the urgency of each inquiry • Creates a ticket for each interaction via Connectwise ticketing system and assigns the ticket to the appropriate team member for resolution • Monitoring ticket boards for status and managing assignments to ensure tickets are responded to within the appropriate timeframe • Communicates technical information clearly and effectively over the phone, in person, and in writing to English-speaking clients • Documenting client communication and resolution efforts via internal ticketing system • Maintaining a high degree of professionalism, confidentiality, and integrity while accessing client data/systems

🎯 Exigences

• An associate’s or bachelor’s degree in computer science or related field plus 3+ years of entry-level troubleshooting experience • Demonstrated ability to provide outgoing, enthusiastic customer service with a drive to deliver exceptional service to both internal and external team members • Strong organization and problem-solving skills; experience prioritizing multiple responsibilities in a fast-paced environment • Demonstrated history of taking ownership/accountability of assigned tasks • Excellent oral and written English communication skills • Demonstrated integrity and the ability to maintain client confidentiality • Microsoft or other technical certifications highly desired • Passion or interest in career progression in Information Technology Services preferred • Entry-level understanding of technology concepts and troubleshooting required • Previous exposure to ticketing systems a plus (Connectwise preferred) • Working knowledge of business applications including Office365 suite required.

🏖️ Avantages

• PTO – earn up to 10 days in year 1; 15 days in year 2; and 20 days in years 3+ • 401k – Eligibility after 90 days; Managed Solution matches 50% of your first 6% in contributions, starting after 90 days • Holidays – 7 paid holidays each year plus 1 floating holiday per year and 2 after 5 years of service! • Medical, Dental, Vision – Managed Solution pays 80% of the employee cost on the base plan + 15% of dependent costs on the base plan • Optional Flexible Spending Account for eligible Health Care or Dependent Care costs • Telemedicine options: “see” a medical provider from anywhere, over the phone, 24/7 • $100K Life/AD&D policy provided for all employees, free of charge! • Employee Assistance Program – free financial consultation; counseling services; 24/7 traveler’s assistance; and more! • $80/Month Cell Phone + Internet Reimbursement