Tier II Technical Support Specialist - 100% REMOTE

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.

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.

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