Support Jobs in Menands, NY

1 job found

Include remote jobs

2d ago

TAG Solutions Menands, NY

Menands, NY

2d ago

$25 - $35/hr Full time Cloud Platforms Customer Support End User Support

Deliver IT support to customers following the defined Support Playbook.
Monitor incoming phone and ticket queues, replying within service level agreements.
Watch for escalated tickets and respond within SLAs.
Create clear, detailed ticket notes.
Update and maintain documentation.
Look for ways to reduce ticket noise to help customers operate more efficiently.
Contribute to a growing knowledge base used by all engineers.
Provide onsite support at customer sites as required.

Proficiency with all Microsoft Operating Systems, including the latest server OS versions.
Solid experience with IP networking, including firewalls, switches, and wireless technologies.
Proficiency with VMware.
Proficiency with Remote Monitoring and Management.
Experience with MS Office 365, Google Apps, Gmail, and antivirus programs.
Experience with backup solutions.
Strong customer service skills in a technical support environment.
Experience engaging with customers over the phone or via electronic communications.
Excellent verbal and written communication abilities.
Experience documenting and managing technical requests.
Ability to multitask and work independently as well as part of a team.
Detail-oriented approach.
Will-do attitude and readiness to take necessary actions to resolve issues.

Provide customers with timely confirmation of issue receipt, signaling that we are addressing the matter.
Maintain well-crafted notes with detailed information to guide the issue through its lifecycle.
Ensure the customer's issue is fully resolved to their satisfaction.
Identify and address any additional needs the customer may have.

Confirm receipt and begin work on escalated cases within 30 minutes of creation.
Resolve 95% of cases within 30 minutes or less of total work time.
Resolve a minimum of 12 tickets per day.
Update cases with exceptional notes whenever work is performed, and proactively inform the customer of status updates.
Escalated cases include enough detail for Tier III to proceed without requesting additional information.
Accurately track case details to produce dependable and useful reporting.

This position requires travel to customer sites. Are you located in or a short distance from Albany, NY?

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