Taking initial telephone inquiries and troubleshooting relatively simple hardware, software, or network problems
Monitor incoming tickets and alerts in the ServiceNow system and respond accordingly
Document all customer interaction with high attention to detail and accuracy
Update all tickets according to Service Level Agreements (SLA)
Understand and follow Crossfuze’s Delivery Process: incident management, problem management and change management
Recognizing and escalating more difficult problems
Documenting customer impact, resolution steps, and appropriate priority in accordance with policy and customer requirements
Incident management, recovery, and performance monitoring and reporting with high attention to detail and data accuracy
Provide after-hours support for clients; shifts may include nights and weekends, however, there are no on-call responsibilities
Assist with coaching/ training as needed
Other duties as assigned
Requirements
Experience in a technical support or customer service role preferred
Bachelor’s degree, technical degree or certifications preferred
Working knowledge of a variety of technologies including, but not limited to: Windows 7, Windows 8, Windows 10, desktop/notebook hardware, Windows Server and general networking technologies
Basic knowledge of e-mail (Exchange/Office 365), Active Directory, ITIL, and Server hardware
Possess an energetic, self-starting mentality with value placed on integrity
Ability to work as an effective team member with the Crossfuze team, partners and internal staff
Strong English communication skills, both written and verbal
Ability and desire to learn new technologies as mutually defined
Ability to prioritize multiple tasks, anticipate situations, and take quick action
Ability to type at a speed of 40 words per minute or faster
Equal Employment Opportunity
Our organization will not discriminate against or harass any employee or applicant for employment because of race, color, creed, religion, national origin, sex, sexual orientation, gender identity, disability, age, marital status, familial status, veteran status, membership or activity in a local human rights commission, status with regard to public assistance or any other legally protected basis, in accordance with applicable law.