Remote Customer Support / Ticket Management
Tipi i punes: Full-Time
Vendndodhja: Remote
Remote Customer Support / Ticket Management
onecontact TECH is looking for a REMOTE Customer Support Ticket Management Administrator who is a multi-tasker and is looking to work in a global organization and deliver quality of service to clients when it comes to communication and response times.
Roles & Responsilibities
- Answer incoming customer calls regarding product problems, service questions, and general customer inquiries
- Log support cases received by phone and email
- Responsible for responding to customer emails received and outbound calls to customers as required
- Update customer information in the customer service database during and after each call
- Work with the management team to stay updated on company processes and policies
- Monitor all call queues to ensure customers support cases have been assigned
- Catering Backlog support cases and reaching out to internal members for follow-up on said cases
- Updating and creating our cases, i.e. Portal access requests, Reset password requests, Documentation requests, Operational Metrics tracking cases, Contact List Review tracking cases, and Cloud Support tracking cases
- Managing contact lists for organizations working with the company
Qualifications
- 1-2 years of experience managing support tickets
- Experience working with Zendesk, Jira, or any ticketing system
- Fluency in spoken and written English
- Multi-tasker with a Positive Attitude
Nice-To-Have
- Past Experience of working in a Software company
What We Offer
- 100% Remote Work- Work From Anywhere
- Opportunity To Learn & Develop New Skills
- An Open & Collaborative Work Environment
Working Hours
- MON - FRI 9 am - 5 pm EST (Canada/US)