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AutotaskJob Summary: Describe the main functions of the job and why it exists? You will work in a customer support environment with an emphasis on responsiveness and high levels of customer satisfaction. You will be providing support for the Autotask Workplace product over the phone and in electronic communications. You will be responsible to answer system questions, and troubleshoot to resolve or properly escalate all incoming support incidents. You will be expected to deliver the highest level of service in the industry. Essential Responsibilities: Build ongoing relationships with customers and partners Troubleshoot to resolve or properly escalate support incidents – 1st line support for customers and 2nd line support for partners Staff the Help Desk phones as required Call customers as needed as you manage their incident Answer escalated phone calls as needed Review potential defects for accuracy and ticket quality for submission to Engineering Create articles for our customer facing knowledge base, when related information is not present Develop and maintain advanced knowledge of Autotask Workplace Work with Engineering teams to correct customer issues Maintain the ticket backlog in accordance to the ongoing communication service level agreement Recognize trends within reported issues and identify potential user concerns to determine a root cause and/or workarounds for customers Assist KCM with project work and provide cover for KCM with Engineering liaison Work Values: Positive outlook Professional demeanor Sense of urgency Empathy for customer and their needs Empathy for internal customers and their needs Ethics/integrity internally and customer facing Accountability Qualifications: Work pre-scheduled company holiday(s) when needed. Candidates should have a demonstrated aptitude for learning new technologies and applying general and industry specific business knowledge in a fast paced, analytical and team-oriented environment. Two or more years in a Technical Support role or related work experience. Candidate will develop extensive core knowledge of the Autotask Workplace product. Must be able to utilize resources effectively to troubleshoot and resolve complex customer issues quickly. Experience managing and responding to multiple issues in the same time period. Strong understanding of Microsoft Windows environment inc Active Directory and Terminal Server. Ability to troubleshoot issues across a broad range of platforms including Mac, Server and Mobile. Strong written and verbal communication skills, including the ability to appease frustrated or angry customers in a positive, sympathetic, and diplomatic way. Ability to approach support issues from a training perspective when required. There are opportunities to expand your role and take on more responsibility. When support volume is low, you will be expected to take initiative and find tasks you can perform that will benefit AWP. Education Requirements: Associates or Bachelors degree, Information Technology preferred, or equivalent experience.
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