This position is the critical first line of support for our Client’s consumer customers and will be responsible for 100% remote phone/web support.

What You’ll Do:

• Support customer inbound incidents and requests through phone, email, and chat via an externally facing secure website to diagnose problems.
• We are a Knowledge-Centered-Support ( „KCS ) organization. It is expected that all will follow the KCS „UFFA (Use it, Flag It / Fix It, Add It) process to identify the problem in order to quickly determine the appropriate solution or if needed to escalate to the appropriate department to ensure an excellent customer service experience.
• Acquire and maintain current knowledge of relevant environments software and support policies in order to provide accurate solutions to customers.
• Assist in the developing and maintaining of a problem resolution knowledgebase.
• Available to work any shift outside of „normal business hours , possible weeknights and weekends.
• Document all calls in ServiceNow ticketing program.
• Demonstrate excellent customer service skills via phone

Skills/Experience You’ll Need:

• Solid communication, problem solving skills and telephone etiquette
• 2-3 years experience working as Tier 1 or Tier 2 Help Desk/Service Desk Support Associate
  • No desktop support please
• Willingness to sit for long periods of time at desk to answer phones/ IM chats, etc
• Ability to use Service Desk standards and follow guidelines, as well as help other interpret policy
• Ability to work in a fast paced environment while multi tasking (Documenting in Service Now while asking questions and talking with customer) with a sense of urgency to resolve tickets in a timely manner.