Responsibilities:
- Create tickets from incoming calls and assign them accordingly or queue them up in the No-Tech queue; new tickets should include answers to the prescribed probing questions.
- Take/get support tickets endorsed from the No-Tech queue, receive email tickets, or update the existing tickets from customer contacts using the same means - phone, email, SMS, or even endorsement from a fellow Tec, Senior Tech, or Client POC.
- Update existing tickets assigned in their ticket bucket and get more tickets in case none of them can be resolved at a given time; these can be scheduled or not.
- Prioritize the resolution of support tickets based on the criteria set by the Client POCs.
- Review the new tickets and make sure they are triaged/merged/canceled accordingly, particularly after being back from breaks.
- Escalate the non-tech tickets accordingly, partner up with Sales/Project Management/Developer, etc., make sure to follow through in case their ownership is retained.
Qualifications:
- Must be at least 18 years of age
- Must be able to work full time, 40 hrs per week
- Must be able to work on a rotating schedule and weekends/holidays
- Good English communication skills both written and verbal
- Experience with Zendesk or any similar ticketing platforms
- Experience with order processing accounts is preferred
- Can multi-task as this person will manage emails and inbound calls
- Experience with the following tools or similar: MySQL, Log Me In, Team Viewer, WebEx Experience with troubleshooting POS servers and facilitating remote sessions
- Advanced troubleshooting skills with both hardware and software, networking
- Preferably has experience with both Mac and Windows OS, iOS and Android Programming experience is a plus
Work Environment:
As the COVID-19 pandemic and the different levels of quarantine continue to threaten our future, what remains is our commitment to our people. We are committed to providing continuous employment to people, most especially to the ones severely affected by this pandemic. Our policy is our people first, and as such, it is our goal to keep our employees safe during these uncertain times.
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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.
