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    ASHISH KANYAL
    This position provides technical support for K-12 software systems, requiring the employee to become proficient in all application functionality to accurately resolve issues. Key responsibilities include answering, evaluating, and prioritizing support requests via phone, email, and chat; documenting cases in the customer relationship management system; troubleshooting to resolve issues within 24 hours; and contributing to knowledge base documentation. The ideal candidate has 3+ years of experience, strong communication and troubleshooting skills, and the ability to manage multiple tasks simultaneously while maintaining a solutions-oriented customer focus.

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    Tse 1

    Uploaded by

    ASHISH KANYAL
    5 views2 pages
    This position provides technical support for K-12 software systems, requiring the employee to become proficient in all application functionality to accurately resolve issues. Key responsibilities include answering, evaluating, and prioritizing support requests via phone, email, and chat; documenting cases in the customer relationship management system; troubleshooting to resolve issues within 24 hours; and contributing to knowledge base documentation. The ideal candidate has 3+ years of experience, strong communication and troubleshooting skills, and the ability to manage multiple tasks simultaneously while maintaining a solutions-oriented customer focus.

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    This position provides technical support for K-12 software systems, requiring the employee to become proficient in all application functionality to accurately resolve issues. Key responsibilities include answering, evaluating, and prioritizing support requests via phone, email, and chat; documenting cases in the customer relationship management system; troubleshooting to resolve issues within 24 hours; and contributing to knowledge base documentation. The ideal candidate has 3+ years of experience, strong communication and troubleshooting skills, and the ability to manage multiple tasks simultaneously while maintaining a solutions-oriented customer focus.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    5 views2 pages

    Tse 1

    Uploaded by

    ASHISH KANYAL
    This position provides technical support for K-12 software systems, requiring the employee to become proficient in all application functionality to accurately resolve issues. Key responsibilities include answering, evaluating, and prioritizing support requests via phone, email, and chat; documenting cases in the customer relationship management system; troubleshooting to resolve issues within 24 hours; and contributing to knowledge base documentation. The ideal candidate has 3+ years of experience, strong communication and troubleshooting skills, and the ability to manage multiple tasks simultaneously while maintaining a solutions-oriented customer focus.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
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    Job Title: Associate Technical Support Engineer Family: Technical

    Function: Support
    Job purpose
    This position, under the general direction of both the supervisor and manager, provides technical
    support for our award-winning K-12 software systems. This position provides world class solutions-
    oriented technical support with a strong focus on customer service that is designed to maximum
    customer satisfaction. This position requires the employee to become proficient with all aspects of
    the application software functionality in order to accurately analyze, troubleshoot, diagnose and
    resolve software or system related issues. This position will interact with customers via telephone
    and written internet based communication.
    Duties and Responsibilities
    Essential duties and responsibilities include the following.
    Answer, evaluate, and prioritize incoming telephone, email and chat-based requests for assistance
    from users experiencing problems with hardware, software, networking and other computer-related
    technologies
     Provide timely, professional, and accurate responses to clients who submit a
    question via the help menu, phone or email
     Enter all correspondence and necessary information related to a case into
    the case management system (currently Salesforce.com)
     Troubleshoot individually and with team members to resolve a case within
    24 hours of case submission
     On-board new clients so that they can start using the Hobsons
    solutions successfully
     Collaborate and follow-up with the Product Engineering department on
    cases that require escalation to get resolved. Collaborate and follow-up with the
    Product Engineering department on cases that require escalation to get resolved
     Inform the account management team on critical member issues that result
    in a high priority case that is working to get resolved
     Contribute to research and growth of the Knowledge Base by creating
    member-facing documentation such as solutions and troubleshooting
    techniques/steps to resolving common questions
     Manage case work load by monitoring open case queue and phone queue
    and addressing cases in order in which they are received
     Provide feedback to Product Management and Product Engineering
    departments on common issues and questions from members as well as
    enhancements and recommendations for product improvements
     Enhance personal and professional growth by participating in training
    sessions for Support team
    Qualifications
    To be considered for and to perform this job successfully, an individual must be able to perform each
    essential duty and responsibility satisfactorily. The requirements listed below are representative of
    the knowledge, skill and/or ability required.
    Qualifications include:
     3+ years of Experience.
     Associate/Bachelor’s degree required
     Worked on SQL tools, Knowledge of writing the SQL queries.
     Excellent written and verbal communication both over the phone and in-
    person required
     Ability to document identity and employment eligibility
     Excellent written and oral communication skills
     Good listener with good phone presence
     Demonstrates patience and empathy and has the ability to stay calm when dealing
    with customers under stress
     Strong technical, analytical and troubleshooting skills
     Demonstrated track record of being able to troubleshoot and solve customer
    problems remotely
     Can work independently to solve problems
     Strong organizational skills
     Outstanding attention to detail and accurateness
     Ability to manage and prioritize multiple tasks simultaneously
     Working knowledge of incident tracking software and reporting capabilities
     Ambition, drive, and ability to learn quickly and adapt to change
     A team player willing to help others
     Experience with being managed to traditional customer support metrics such as
    average response time, average resolution time and customer satisfaction
     Strong verbal and written communication skills
     Exemplary customer service and conflict resolution skills
     Ability to handle a heavy workload and juggle multiple responsibilities with frequent
    interruptions and schedule changes
     Ability to maintain positive attitude and foster a collaborative and unified work
    environment
     Associate’s degree or equivalent work experience
     Willing to work in Shifts and in 24X7 work environment

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