Technical Support Representative (Tier 1 Technical Support)
IT/IQ are currently working alongside a leading provider of developmental programs and home learning in their search for a Technical Support Analyst. This is a 6 month contract opportunity that will involve troubleshooting, front line support, training, escalating issues to the 2nd and 3rd line, documentation and more. This role requires previous experience in a Technical Support role dealing with similar customer issues.
The Technical Support Representative will work at the direction of the Chief Information Officer and/or delegate.
The chosen individual will provide services including but not limited to the following:
Track all incoming client inquiries via ticketing systems to resolution solely or by escalating to higher tiered support members within defined SLA parameters.
Respond to inquiries via telephone, written internet-based email, or chat sessions.
Raise product improvement and new feature requests based on observed user experience.
Create and maintain user guides, standard operating procedures, diagrams, and other documentation related to the work performed.
Alert clients by utilizing internal communication mechanisms such as the Status site, Discussion Forums.
Report on time spent per tasked project regularly.
Hold regular training sessions for SelfDesign contractors on application usage and general technology questions.
Maintain, Adjust, Support, Administrate feature sets of software platforms in a Product Owner capacity allocated between your peers.
Create and execute a work plan to ensure technology skills are current with business infrastructure.
Maintain a high level of availability from 8:30am - 4:30pm, Monday to Friday (Pacific) to align with operating hours of other organizations.
Other deliverables as and when required.
RESUME UPLOAD & APPLY
Job: Tier 1 Technical Support Representative Id: 17406
We'd love to take a look at your skills, experience and background for this role
Please fill out this form to get started.