TSA2 - Technical Support Representative - 22.01

TSA2 - Technical Support Representative - 22.01

About the job TSA2 - Technical Support Representative - 22.01

BASIC FUNCTIONS:

• Inbound technical support calls
• Minor outbound (possible outbound follow ups with customers)
• First line of defense for all customer issues + escalations
• Post-deployment resource for all technical support issues, working to implement resolutions or work closely with Product Management to ensure support issues are escalated when appropriate
• Email Responses
• Chat Responses

KEY RESULT AREAS:

• First Response Time
• Full Resolution Time
• Quality

COMPETENCIES NEEDED:

• Speaks well, ability to build rapport.
• Articulate and Comprehensible
• Time and Ticket Management
• Disciplined and focused approach to solving ambiguous customer problems
• Empathic and Great Comms
• ...