Job Description
TSA2 - Technical Support Representative - 22.01
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
- ...