Tier 1 Technical Support Representative at SpaceIQ (Remote)

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iOFFICE + SpaceIQ is making workplaces smarter and employee experiences better. Businesses that need a centralized data-driven platform to make better informed decisions about real estate, want to plan and manage a more productive and efficient work environment, and want to give their employees a frictionless experience so they can do their best work, come to iOFFICE + SpaceIQ. Our mission is to help businesses of all sizes reach their full potential by creating great workplaces that attract and retain the talent they need to grow and succeed. If you are looking for a dynamic, entrepreneurial career opportunity, join SpaceIQ and our suite of products in transforming the workplace.

***This role is remote, however, we are seeking candidates within a commutable distance to our centers in Salt Lake City, UT, Boston, MA, or Winnipeg, Canada***

 Job Description: We are looking for an entry-level Tier 1 Technical Support Representative with exceptional people skills who loves helping others in a fast-paced environment. The Tier 1 Technical Support Representative is responsible for working with clients, answering support requests by phone, email, and in-app communication channels. You will learn how to use and configure our software and will also learn about our clients’ needs and business processes.  You will be expected to use this knowledge to effectively take ownership of new support requests and see them through to resolution.  Customer Support is a highly collaborative team, and you will frequently work together while triaging and escalating tickets to others.

You Will:

  • Provide technical support through in-app communication (chat), phone, and emails to existing customers, responding to, triaging, and escalating support tickets quickly and professionally
  • Demonstrate passion and enthusiasm for being a part of an organization providing best-in-class global customer support
  • Perform problem analysis and isolate issues of minimal to moderate complexity, with minimal instruction and oversight from team leads and management
  • Manage a multi-channel workload consisting of Chat, E-mail and Phone contacts
  • Become a subject matter expert in company products and services
  • Formulate workarounds and communicate results positively to the customer
  • Adhere to quality guidelines around case notes, communication, timeliness, etc.
  • Identify and submit software bug and new feature requests to the engineering team.
  • Work with the Escalation Technical Support Representatives to enforce our incident management procedure, report issues, and verify hotfixes.
  • Participate in weekly department and internal meetings
  • Communicate client feedback to other internal teams and stakeholders
  • Create end user and internal knowledge base documentation

You Have: 

  • 1+ years of experience in a client support role
  • 1+ years of experience using PCs and related software applications
  • 1+ years of experience using Microsoft Office
  • Excellent verbal and written communication skills with both technical and non-technical individuals
  • A track record of establishing and maintaining strong relationships with internal stakeholders
  • An interest in taking on new challenges and opportunities for continuous learning
  • Knowledge of the software development lifecycle and end-user support processes
  • Experience with incident management platforms (JIRA, Zendesk) a +
  • Android and iOS experience a +

You'll Get: 

  • Extended healthcare, including dental & vision
  • Paid time off (Vacation, Sick, Personal Days) plus paid holidays
  • RRSP Match
  • Subsidized gym membership
  • Parking allowace
  • Casual dress
  • Full-time, permanent
  • Flexibility between working in the office AND from home (COVID-19)

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.  Equal Opportunity Employer/Veterans/Disabled

More Information on SpaceIQ
SpaceIQ operates in the Other industry. The company is located in Mountain View, CA and Murray, UT. SpaceIQ was founded in 2020. It has 204 total employees. To see all 24 open jobs at SpaceIQ, click here.
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