About the job TSA2 - Technical Support Representative - 22.01
BASIC FUNCTIONS:
Inbound technical support calls
Minor outbound (possible outbound follow ups with customers)
First line of defense for all customer issues + escalations
Post-deployment resource for all technical support issues, working to implement resolutions or work closely with Product Management to ensure support issues are escalated when appropriate
Email Responses
Chat Responses
KEY RESULT AREAS:
First Response Time
Full Resolution Time
Quality
COMPETENCIES NEEDED:
Speaks well, ability to build rapport.
Articulate and Comprehensible
Time and Ticket Management
Disciplined and focused approach to solving ambiguous customer problems
Empathic and Great Comms
...
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