Responsibilities
- Collaborate with cross-functional teams to resolve critical product issues, develop solutions to minimize cycle time for problem resolution, and make improvements for future releases
- Create and deliver product or technology training to internal and external partner teams such as; frontline tech support reps, resellers, distributors, and more.
- Share knowledge of issues and corresponding resolutions or workarounds with partner teams such as the creation of new knowledge base articles.
- Work a set schedule, with rotating on-call duties - 1 weekend every ~2 months with limited hours
- Take initiative and provide prompt, accurate follow-up to tickets and support calls
Requirements
- A Bachelor's degree in Computer Science and/or equivalent work experience
- At least 2 years’ experience in a customer service, product support related position
- Experience with Zendesk, or other ticketing systems
- Understanding of any virtualization platform, basic networking
- Strong oral and verbal communication skills
- Strong interpersonal skills so as to be able to work in a team-oriented environment
- Adaptable to new technologies and processes
Nice to Have
- Previous experience with IT software helpful, but not required
- Fluent in Mac troubleshooting would make you a stand out candidate
- Experience with Linux troubleshooting, not required but you can learn
Benefits
- comprehensive benefits package, which includes medical, dental, and vision insurance
- 401(k) plan
- unlimited PTO
Work Arrangement
Hybrid
Additional Information
- This position is NOT eligible for Visa sponsorship.
- Starting pay for the successful applicant depends on a variety of job-related factors, including but not limited to location, market demands, experience, job-related knowledge, and skills.
- The benefits available for this position include medical, dental, vision, 401(k) plan, life insurance coverage and PTO.
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, veteran status, or any other status protected by applicable law. We are committed to providing an inclusive and diverse work environment.
