Schedule:
– Full-time l 40 hours a week
– Monday, Wednesday, Thursday, Friday, Saturday
Shift options:
Monday
– Shift 1: 6am-3pm PST/PDT
– Shift 2: 10am-7pm PST/PDT
Wednesday to Friday
– Shift 1: 6am-3pm PST/PDT
– Shift 2: 10am-7pm PST/PDT
Saturday (will be paid for the whole 8 hours)
– Shift 1: 7:30am – 2pm PST/PDT
– Shift 2: 10am – 4:30pm PST/PDT
Training
– 2 weeks
– Monday to Friday
– 10am-3pm PST/PDT
Job Summary: As a Level 1 Technical Support Representative, your primary responsibility will be to triage tickets, ensuring prompt and efficient resolution of technical issues. You will respond to all tickets in real-time, adhering to internal service level agreements (SLAs) and providing timely updates to customers. Additionally, you will escalate higher-level tickets to the appropriate team members while serving as a representative of the IT department to all stakeholders. This entry-level position requires familiarity with support tools such as Zendesk Support for ticketing and user service desk, as well as BeyondTrust Remote Access for remote access and control. You will be supporting end users with a diverse technical stack, including BYOD/COPE local devices with varying SLAs and support, Azure AD, Azure Virtual Desktops, Google Workspace, multiple CRMs, and other SaaS endpoints. During period of low support need, we will have other duties as assigned such as (data entry/basic KB & documentation writing).
Key Responsibilities:
– Triage and prioritize incoming tickets, ensuring adherence to internal SLAs for response and resolution times.
– Respond to tickets in real-time, providing efficient and effective technical support to end users.
– Utilize Zendesk Support for ticket management and user service desk, updating ticket statuses and communicating with customers.
– Escalate complex or higher-level tickets to the relevant team members, ensuring timely resolution and customer satisfaction.
– Serve as a representative of the IT department, effectively communicating with internal stakeholders regarding technical issues and resolutions.
– Familiarize yourself with the end user technical stack, including BYOD/COPE local devices, Azure AD, Azure Virtual Desktops, Google Workspace, multiple CRMs, and other SaaS endpoints.
– Troubleshoot and resolve basic technical problems related to the supported technologies and platforms.
– Maintain accurate documentation of ticket interactions, technical solutions, and issue resolutions using Zendesk Support.
– Collaborate with team members to identify recurring issues and suggest improvements for streamlined support processes.
– Stay updated with the latest product knowledge and technological advancements relevant to the supported systems.
Requirements
– High school diploma or equivalent; relevant technical certifications or degrees are a plus.
– Strong verbal and written communication skills to communicate with end users effectively and internal stakeholders.
– Familiarity with support tools such as Zendesk Support for ticketing and user service desk, and BeyondTrust Remote Access for remote access and control.
– Proficiency/Experience in supporting a diverse technical stack including BYOD/COPE local devices, Azure AD, Azure Virtual Desktops, Google Workspace, multiple CRMs, and other SaaS endpoints.
– Ability to triage tickets, prioritize workload, and respond within designated SLAs.
– Patience, empathy, and a customer-centric attitude to assist end users with varying levels of technical expertise.
– Analytical and problem-solving skills to troubleshoot and resolve technical issues.
– Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.
– Availability to work flexible hours, including evenings, weekends, and occasional holidays, as required by the company.
Technical Requirements (Desktop/Laptop)
– Windows OS Processor: Intel i3 – 6th Generation/Ryzen 5 – 3rd Generation
– Mac OS Processor: Intel i5 – 6th Generation
– RAM: 8GB and up
– Operating System: Windows 10/Catalina and Up Only
– At least 25 Mbps Internet speed
IMPORTANT!
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Benefits
– Permanent work from home
– Immediate hiring
– Steady freelance job
You may also apply via this link: /jobs/Careers/29727134/Level-1-Technical-Support?source=CareerSite
APPLY FOR THIS JOB:
Company: BruntWork
Name: Mela
Email: