About the job
Key Responsibilities:
- Handle assigned tickets from the Support Manager and Helpdesk Support Engineers.
- Review Helpdesk Support Team actions to understand case history.
- Diagnose problems and determine next steps for resolution.
- Identify and discuss the root causes of user technical issues.
- Adhere to team processes and procedures.
- Collaborate effectively with onsite technicians for accurate issue diagnosis and troubleshooting.
- Gain a thorough understanding of RetailNext products to resolve customer issues efficiently.
- Respond to assigned tickets/tasks following SLA guidelines.
- Update technical support documentation as required.
- Troubleshoot network, software, and operating system issues in a distributed environment.
- Possess experience in customer-facing Technical Support roles and knowledge of RetailNext products.
- Drive cases to resolution while maintaining excellent customer communication.
- Maintain accurate and regular case notes.
- Escalate relevant cases appropriately.
- Ensure all possible solutions are attempted before requesting onsite visits.
- Relay customer feedback and suggestions to the appropriate internal teams.
- Follow company policies and best practices, including accurate time tracking.
- Assist other Support Team members as needed.
- High level of customer satisfaction through prompt responses to emails and phone calls.
- Professional communication with internal and external parties.
- Accuracy in case note updates and understanding of escalation paths.
- Effective problem diagnosis and discussion of root causes.
- Instructions to onsite technicians based on hardware and software knowledge.
- Use of diagnostic utilities for network troubleshooting.
- Management of help desk systems to ensure correct case handling.
- Delivery of quality customer service through knowledge of principles and practices.
- Ability to identify and leverage opportunities for support improvement.
- Professional phone etiquette.
- Exceptional written and oral communication.
- Strong customer service orientation.
- Ability to work under pressure and resolve complex issues.
- Coaching skills to guide junior staff in handling escalated issues.
- Remote Work First Environment
- Medical Insurance
- Recharge Days: Monthly, we shut the company down for one day to allow for employees to focus on their personal wellbeing
- Best-Self Benefit: We offer an annual stipend for employees to spend money as they would like for anything that falls under personal or professional development
- Holiday Exchange Program: We allow employees to exchange any company holiday for one they would prefer to celebrate