Senior Systems Support Professional

What You Will DoThe Systems Support Professional represents the front end of Jolera and is key to delivering best in class resolutions for our customers and their employees/members. The incumbent will demonstrate confident and appropriate communication skills both verbally and electronically. They have the ability to judge priorities and multitask to ensure all customers receive a consistent level of assistance and customer service.

Provide remote service assistance through the use of various web-based remote support tools when necessary.

Receive and respond to service requests for assistance via telephone and email in accordance with each client’s Service Level Agreement (SLA).

Process service tickets and assign to appropriate Jolera onsite technicians, or customer-specific internal service resources, as necessary.

Maintain service ticket ownership throughout the life of the support incident.

Escalate high profile issues to the Service ...