IT Support Representative (Tier 3) - Remote

Overview

The client provides support to both external customers and internal employees, handling a wide range of issues through a ticketing system.

In Short

• Provide 24x5 support with potential for 24x7 in the future.
• Handle onboarding and offboarding employee requests.
• Resolve technical issues with platforms and tools.
• Manage product enhancement requests and process questions.
• Assist with finance issues and configuration requests.
• Support customers including Professors, Instructors, and Students.
• Gather necessary details for ticket resolution.
• Triaging tickets for other teams when necessary.
• Maintain communication with ticket reporters/customers.
• Ensure sensitive internal conversations remain confidential.

Requirements

• Strong communication skills.
• Experience in customer support or service.
• Ability to triage and manage support tickets.
• Technical problem-solving skills.
• Familiarity with ticketing systems.
• Attention to detail in gathering information.
• Ability to work in a team environment.
• Experience with reporting and usage stats.
• Understanding of SSO and access issues.
• Ability to handle sensitive information appropriately.

Benefits

• Opportunity to work in a dynamic support environment.
• Potential for career growth within the company.
• Flexible working hours.
• Work from home options available.
• Engagement with a diverse range of customers.
• Training and development opportunities.
• Supportive team culture.
• Access to company resources and tools.
• Regular updates and communication from management.
• Possibility of transitioning to 24x7 support.