Aug 31, 2021

IT Support Specialist

  • Clean Internet Inc.
  • Remote (USA)
Work at Home Administrative Customer Service General Business Information Technology (IT) Internet/E-Commerce

Job Description

Our team is looking for a new Support Specialist

Your Role

You will be responsible for providing enterprise-level support to our customers and partners. This is a very dynamic role where you will provide technical assistance, troubleshoot and resolve customer problems, interface with development on various product issues, and contribute to projects. Also, you will be responsible for handling difficult, complex tasks that will be delegated to you. You will be involved in improvement of the existing workflows/processes and defining next steps for improvements together with technical teams and management.

Your Responsibilities

  • Resolve problems in response to customer/system reported incidents via trouble tickets and phone calls.
    • Setup and configure requests together with customer(s).
    • Make changes to existing setups based on customer description.
    • Handling of difficult tasks that are escalated from support engineers.
  • Handling of customer payment and subscription information. Entering and modifying as needed.
    • Prepare error diagnostics and detailed problem descriptions for escalation and handover.
    • Improvement of customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
    • Involvement in new technical improvement projects.
    • Mentoring of support engineers.
    • Undertake and participate in development activities.
    • Other one-time tasks assigned by Manager.

Your Skills and Experiences

  • Investigative nature, able to discover the problem of the customer, partner or stakeholder.
    • Highly focused, with high interest in solving problems using existing / new technologies.
    • Keen attention to detail with demonstrated ability to understand the big picture.
    • Proactive, efficient, customer-focused and able to work under pressure with tight timelines.
    • Effectively and efficiently manage multiple projects and competing deadlines with minimal supervision.
    • Ability to interact with different countries, cultures, clients (internal and external).
    • Preferably at least 3 years of practical operational, support or development experience.
    • Good communication and presentation skills.
    • Excellent English language skills, both written and spoken.
    • Experience in customer service (any capacity).

This will be a “work from home” position. All access to customer data will be via Internet connection so a reliable service is required. VoIP phone provided for receiving and making calls. Standard business hours with some evenings depending on developer location and scheduled remote business conferences.

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