Customer Service Technician

Decisive Point Consulting

3d • Remote

About The Position

A Customer Service Technician will respond to technical issues escalated by customers. This position will act as a liaison between operations, the client, and Engineering/Development. You are able to respond to end user request for assistance using existing manuals and scripted responses. Must be able to effectively interact with customers and be able to refer ongoing issues to the appropriate engineering support team. Position is 100% remote Monday - Friday 8:00AM EST to 4:30PM EST.

Requirements

• Experience with problem solving, debugging, and providing solutions to technical issues
• Ability to prioritize and execute tasks in a high-pressure environment.
• Experience working within a team-oriented, collaborative, agile environment.
• Highly self-motivated and directed with the ability to manage multi-discipline triage calls.
• Experience documenting and communicating work-a-rounds and solutions clearly.

Nice To Haves

• Ability to manage time and prioritization of tasks at a high level
• Ability to communicate effectively with managers and customers
• Experience with the Software Development Lifecycle in a team-oriented, collaborative, agile environment.
• Experience with tools such as ServiceNow, GitHub, Jira

Responsibilities

• Respond to technical issues escalated by customers.
• Act as a liaison between operations, the client, and Engineering/Development.
• Respond to end user requests for assistance using existing manuals and scripted responses.
• Effectively interact with customers.
• Refer ongoing issues to the appropriate engineering support team.
• Manage multi-discipline triage calls.
• Document and communicate work-arounds and solutions clearly.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED