Description Represent Virbela by providing assistance to clients and end-users with the Virbela platform in a fast-paced, virtual environment. World-class customer service/experience is required for every interaction with strong problem-solving skills, empathy, and urgency to every engagement. Schedule requires weekend availability, evening hours & on call availability.
MAJOR FUNCTIONS:
- Be adaptive to anything at any time. Flexibility is key!
- Independently investigate unfamiliar client issues using both traditional and nontraditional methodologies.
- Effectively navigate internal/external partnerships and relationships with other IT teams to determine root cause and provide timely solutions for client issues.
- Assist in developing acceptable workarounds and further drive change to provide permanent solutions to known issues.
- Handle several tasks of competing urgency, properly prioritizing them based on organizational goals.
- Deliver confident, calm and professional communication to all clients in every situation despite status or urgency.
- Utilize knowledge of networking structure and tools in order to troubleshoot complex enterprise environments.
- Able to navigate and understand multiple operating systems, networks and application log files.
- Tenaciously pursue understanding Virbela architecture, features, changes, and challenges.
- Identify trends and proactively communicate underlying problems and possible solutions to management.
- Catalog and maintain self-help documents and knowledge base content so clients/staff can fix problems themselves.
- Accurately process and record all troubleshooting attempts made when working with customers, especially when troubleshooting a critical event.
- Mentor Tier 1 team member growth and endorse knowledge transfer on the applicable content.
Requirements Education:
- BA/AA degree in computer science or related field strongly preferred
- High School Diploma/GED required
- A+/Net+ certifications a plus
Experience:
- 3+ years in a high-volume, technical support role with a focus on delivering a world-class customer experience.
- Customer Service roles that require formal communication with key users and large clients. Proper etiquette via engagement with end-users in cloud-based environments and over voice.
- Familiarity and comfortability with de-escalating customers.
- Fundamental understanding of networking concepts and configurations.
- Familiarity in navigating interdepartmental support pathways and escalation procedures.
- Competency with Mac OSX and Windows 10.
- SAAS industry experience is a plus.
- Ability to speak and write clearly and accurately in English (fluency in French a plus).
- Demonstrated proficiency in typing and grammar.
- Knowledge of relevant software computer applications and equipment.
- Knowledge of customer experience principles and practices.
- Active listening, note-taking, and problem-solving skills.
- Excellence working remotely with no direct in-person supervision.
Benefits Virbela is pleased to offer its staff a full and competitive benefits package. Highlights include:
Competitive Medical, Dental, Vision, and Life Insurance with buy up options
- 401(k) with company match
- Stock Options
- Generous paid time off policy
- Company Discounts
For more detail on our benefits program please visit: https://sites.google.com/exprealty.com/expbenefits