Descriptive Summary

The Technical Customer Support Rep will assist customers with troubleshooting and incident creation to resolve customer trouble.  In this position, they will be expected to support and resolve customer’s issues, create/update trouble tickets, and work between multiple systems. Ideal candidates will possess excellent customer service skills and the willingness to be trained and develop key technical skills.

Core Functions

• Answer inbound calls from customers, internal or external, regarding trouble repair for Envysion product and services
• Utilize and navigate in multiple systems to verify customer services to perform trouble isolation and repair of service
• Provide excellent customer service and professionalism to a wide range of customers
• Ability to accept and implement coaching and feedback in order to achieve individual or team performance objectives
• Recommend products that enhance or resolve a customer’s issue

Winning Behaviors, Competencies, and Skills

• Should be able to prioritize and meet tight deadlines
• Must be organized, detail oriented and able to work without constant instruction
• Possess technical aptitude for performing technical tasks to resolve customer issues
• Ability to work in a high intensity, stressful environment
• Ability to work a flexible or rotating 24x7x365 schedule

Personality and communication (soft skills):

• Ability to work both independently and as part of a team
• Must have excellent customer service skills and manage time well working with multiple clients at the same time
• Must be able to communicate empathetically, logically, and clearly
• Must be able to work in an on demand, fast paced customer service environment without becoming frustrated, frazzled or angry
• Absolutely exercise the highest level of confidentiality and ethical standards at all times

Hard skills:

• Strong log analysis skills and extensive experience in investigation of technical issues
• Previous experience/knowledge in the areas of public cloud, virtualisation, networking, IT, IaaS, SaaS
• High level of proficiency in various OSs and flavor (especially Linux as sys admin level and Windows)
• Systemic view of complex systems and experience with large distributed systems
• Linux knowledge
• Proficient in configuring, and troubleshooting production services
• Configuration and troubleshooting of network FW rules / vlans - an advantage
• Familiarity with SQL

Experience

Education:

• High School diploma or equivalent

Work Experience:

• 2+ years experience