We are on a mission to transform the accounting industry by providing the best, most advanced cloud technology solutions and service. We need smart, hard-working, caring, ambitious talent to keep up with our growth and to figure out better ways to solve new technical challenges.
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This position was designed for people just starting out in their IT career. Our goal is to effectively train you to promote you as fast as possible into our Level 1 Consultant position. Most people get promoted after 3-6 months.
WHAT YOU WILL DO
You will work on a team to provide excellent technical support of our cloud products and services. This role is designed to train you in the skills needed to become a Level 1 Consultant. You will serve as a first responder to requests from our clients and will troubleshoot requests that you can solve in 30 minutes or less. As you grow in the role you will take on more and more challenging requests that take longer to solve.
Your goal is to build a strong reputation among our clients of effective troubleshooting and exceptional customer service. Most of the support you provide is done remotely through chat, email, phone, and remoting in. The problems you will solve will look different daily and will give you a broad range of experience in technical support. Specifically, you will:
Provide technical support to cloud servers, applications, and managed workstations
Problem solve issues related to servers, connectivity, networking, printers, applications, virtualization, security and directory services
Ensure a positive client experience and high client satisfaction
Function as a first responder to new tickets or calls on client’s technical issues.
Limit troubleshooting to 30 minutes in order to provide rapid response to continually incoming support requests
Assist in developing documentation, knowledgebase and best practice guides
Communicate highly technical information to both technical and non-technical users
Escalate your client request upward if you can’t solve it
WHAT WE LOOK FOR
You love technology and helping others use it
You are amazing at troubleshooting problems
You can wear many hats and quickly shift gears from one kind of problem to the next
You can easily communicate tech to non-technical people with a soft touch
You have experience in customer service and can stay calm and collected under pressure
You are self-driven and absolutely love to learn
You are talented at managing expectations and your time
You love collaborating across teams and are personable, helpful, and incredibly detailed
You have always been the go to person for computer questions in your family or among your friends
You have built your own computer and have explored learning more about IT in your free time
You are pursuing certifications and/or have recently finished your IT degree
Position offers a competitive salary, benefits effective day 1, generous Paid Time Off, paid holidays and 4% match on your 401K! We have a casual atmosphere in the office with ping pong tables and plenty of snacks and drinks!
NO RECRUITERS PLEASE!!!!!!!!!!!!!!!!!!!!!