We are looking for an up and coming technical support star, who is great with clients over the phone and can resolve issues in a patient and timely manner. In this position, you will have direct interaction with the management team and get exposure to a variety of operational functions such as customer support, provisioning, platform feature R&D, and infrastructure maintenance and development.

RESPONSIBILITIES

• Work directly with customers through remote desktop, phone, email, and case management system to resolve issues and fulfill requests
• Take ownership of overall customer satisfaction, recognize high priority situations and take appropriate escalation action
• Manage multiple issues in parallel, taking responsibility for updating customers, and delivering a great customer experience
• Troubleshoot, replicate, and investigate application (Windows/OS X, iOS/Android), network, and end-user issues
• Acquire and maintain current knowledge of fixt managed services offerings and products.

SKILLS AND QUALIFICATIONS

• 2 year college/ university degree required >
• Windows, Outlook, Word, Excel, Web required
• OS – Windows required, Mac OSX, Linux (and / or other Unix) experience, and familiarity at the command line is preferred, but not required
• Customer Technical Service related experience required
• Ability to prioritize and manage workload effectively
• Able to communicate verbally and in writing with customers in a professional and friendly manner
• Good organizational & analytical skills, ability to plan, track tasks and deliver to agreed timeframes

ADDITIONAL SKILLS

• Networking – Solid understanding of network fundamentals (OSI Model, TCP/IP, Ethernet, routers, switches, firewalls) and any hands on experience with routers / firewalls desired
• Technical support experience working as an intern during studies is considered an asset for this position
• Working knowledge of SaaS based system architectures a plus