Create tickets from incoming calls and assign them accordingly or queue them up in the No-Tech queue; new tickets should include answers to the prescribed probing questions.
Take/get support tickets endorsed from the No-Tech queue, receive email tickets, or update the existing tickets from customer contacts using the same means - phone, email, SMS, or even endorsement from a fellow Tec, Senior Tech, or Client POC [Joannie Fowler].
Update existing tickets assigned in their ticket bucket and get more tickets in case none of them can be resolved at a given time; these can be scheduled or not.
Prioritize the resolution of support tickets based on the criteria set by the Client POCs [Joannie Fowler or Sarah Dutra]
Review the new tickets and make sure they are triaged/merged/canceled accordingly, particularly after being back from breaks.
Escalate the non-tech tickets accordingly, partner up with Sales/Project Management/Developer, etc., make sure to follow through in case their ownership is retained.
Qualifications:
Must be at least 18 years of age
Must be able to work full time, 40 hrs per week
Must be able to work on a rotating schedule and weekends/holidays
Good English communication skills both written and verbal
Experience with Zendesk or any similar ticketing platforms
Experience with order processing accounts is preferred
Can multi-task as this person will manage emails and inbound calls
Experience with the following tools or similar: MySQL, Log Me In, Team Viewer, WebEx Experience with troubleshooting POS servers and facilitating remote sessions
Advanced troubleshooting skills with both hardware and software, networking
Preferably has experience with both Mac and Windows OS, iOS and Android Programming experience is a plus
