1 Ticketing Support Specialist will do the following:
- Monitor and respond to incoming support tickets in a timely manner.
- Use pre-approved response templates to resolve common issues quickly and consistently.
- Accurately identify tickets that require additional expertise and escalate them to the appropriate person or team.
- Follow established workflows to ensure tickets are handled according to company standards and service-level agreements (SLAs).
- Maintain clear and concise documentation of all actions taken on tickets.
- Provide professional, empathetic communication with customers at all times.
- Flag recurring issues or gaps in templates to the Support Lead for continuous improvement.
- Perform other duties as assigned and agreed upon by the Parties from time to time, including higher priority ticket responses where the performance of the Support Specialist should warrant such assignment.
What We Do
Founded in 2015, Helpware is a company taking a modern approach to the outsourcing industry. We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better. With Helpware, we are all a team and family, and you'll see that true difference when partnering with us. Helpware builds customized teams in Customer Service and Back Office for industry-leading startups and modern companies. With offices in California, Colorado, Kentucky, Ukraine, Philippines, Germany, and Mexico, we have the global scale to tailor custom teams and processes for success to our many powerhouse clients. Helpware has grown over the years, initially catering to startup client partners, and has now evolved into creating client partnerships with large enterprises as well.
