Tech Support Triage (Hybrid)

Will respond to all customer calls and inquiries, direct customers to appropriate team members, and create support tickets/cases as customers call in. Will document all contact with customers using Salesforce CRM. 

CORE RESPONSIBILITIES:

  • Answers all customer calls and places reminders and follow-up calls to customers
  • Ensures all support coming in on emails, phones, helpdesk tickets and conversations are logged into the support system (using Salesforce)
  • Responds to inquiries and directs callers to appropriate team members
  • Schedules appointments
  • Supports the technical support department by assisting other professionals within the assigned department

QUALIFICATIONS:

· Must live near Ft Lauderdale, Florida for periodic in-person office training and meetings, otherwise the position is remote

  • 1 to 2 yrs. experience managing high call volume (50 or more daily) in a technical support department
  • Communication proficiency – excellent verbal communication skills, active listening skills; collaborates easily, and is friendly and approachable
  • Time management and problem-solving abilities, strong work ethic, unmatched drive and ambition
  • Ability to learn new technologies and systems
  • Displays strong interpersonal skills with the ability and desire to work in a fast-paced environment, meet deadlines, and complete time-sensitive duties as assigned
  • Flexibility – adept at multitasking and work well in a collegial environment. Adaptability to various changing working conditions with a positive, can-do attitude
  • Organized, take-charge professional with exceptional follow-through abilities and detail orientation, able to plan and oversee multiple projects
  • 30-40 wpm typing
  • High energy team player with a positive attitude!

PREFERRED QUALIFICATIONS:

  • Experience in Windows operating systems WIN7, 8, 10, Server 2008 & 2012, and MAC
  • Experience in Salesforce CRM or similar
Job Categories: Technical Support
Job Types: Full Time
Job Locations: Ft Lauderdale Hybrid/Florida

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