Cloud Service Technician

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $21 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

☁️ Cloud Engineer

👻 Ghost score 0%

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Rightworks

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💸 Finance

🏢 Enterprise

☁️ SaaS

Finance • Enterprise • SaaS

Rightworks is a technology company that specializes in providing secure cloud hosting solutions and productivity software for accounting firms and small businesses. With its flagship platform, OneSpace, Rightworks offers remote access to accounting and tax applications like QuickBooks, enhancing collaboration and data security for users. The company also provides comprehensive cybersecurity tools, data backup, and business intelligence solutions to help businesses grow and protect their data. Rightworks supports a wide range of accounting applications, making it easy for firms to customize their solutions. Since 2002, Rightworks has focused on delivering advanced and user-friendly solutions with expert support to help the accounting profession progress securely and efficiently.

📋 Description

• Provide frontline customer support through assigned queues • Work service tickets received via portal, email, or supervisor assignment • Meet assigned metric goals • Maintain an active presence in assigned queues • Update and manage service tickets according to internal policies • Resolve customer issues by phone and email • Perform Tier 1 troubleshooting on live calls • Create tickets with complete problem descriptions and customer details • Resolve basic and intermediate customer requests using processes, knowledge bases, and troubleshooting skills • Identify and escalate advanced and high-priority issues • Edit, update, and contribute knowledge-base articles • Update tickets with Type, Subtype, and Item for work tracking • Participate in team discussions and mentor CST personnel as needed • Perform additional tasks such as App Availability and Driver’s Ed • Follow directions from senior technicians and supervisors

🎯 Requirements

• Passion for delivering outstanding customer service • Ability to communicate clearly, confidently, friendly, and professionally with customers • Proficiency in computer usage, internet, and Microsoft Office suite of applications • Intermediate networking knowledge: Ping, Trace Route, Gateway, DNS, Subnet, IP Address, and MAC Address • Intermediate application support knowledge • Intermediate troubleshooting fundamentals • Intermediate understanding of cloud computing • Intermediate understanding of virtualization • Intermediate understanding of how technology interacts • Ability to work overnight or weekend shifts as assigned

🏖️ Benefits

• Company-paid short- and long-term disability insurance • Company-paid life insurance • Generous 401K match • Affordable medical coverage • Dental coverage • Vision coverage • Generous PTO bank • Numerous paid holidays • Volunteer paid time off • Equal Opportunity Employer

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