Short Description


Job Responsibilities

Job Description

Provide technical assistance and support for incoming queries and issues related to issues on the platform. Respond to queries either in person, over the phone, or via e-mail. Write/update FAQ’s and keep knowledge base up to date.

• Respond to email messages for customers seeking help.
• Ask questions to determine nature of problem.
• Walk customer through problem-solving process.
• Follow up with customers to ensure issue has been resolved.
• Follow standard help desk procedures
• Log all help desk interactions
• Administer help desk software
• Redirect problems to correct resource
• Identify and escalate situations requiring urgent attention
• Close ticket and provide details upon resolution
• Prepare activity reports
• Inform management of recurring problems 
• Stay current with system information, changes and updates

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