Technical Customer Support Specialist assisting customers via live chat and email. Joining a growing team at Oxylabs, focusing on customer service excellence in web data gathering.
About the role
- Help Desk Specialist providing customer support for Cayuse applications via phone, email, or self-service portal. Fostering technical solutions, promoting teamwork, and ensuring quality deliverables.
Responsibilities
- Fielding end-user communication, creating and documenting tickets, troubleshooting and escalation develop spreadsheets, briefings, and other program documents.
- Provide initial support and analysis for classification, ticket ownership, monitoring, tracking and communication, resolution, and recovery of incidents not assigned to Tier 2.
- Enter datasets related to the contract, compile, perform analysis and reconciliation.
- Closure of incidents, monitoring the status and progress towards a resolution of the assigned ticket and communication to those involved in the incident as needed.
- Review calls and emails for accuracy.
- Submit monthly QA reports for each assigned analyst.
- Conduct monthly QA check-in meetings and other meetings as needed.
- Ensure new processes are adopted by all assigned analysts.
- Review documentation to ensure enforced process and documented process are the same.
- Update QA documentation as needed.
- Perform QA on any analysts that are undergoing QIP.
- Submit monthly self-service ticket QA report.
- Assist leads in coaching/training as needed.
- Other duties as assigned.
Requirements
- High School diploma or GED required.
- 1 year of Service/Help desk or customer service support experience.
- Familiarity with Information Technology Infrastructure Library (ITIL) Foundation,
- MS Office, Suite and use of ticketing Software (Remedy/Service Now).
- Secret Security Clearance required.
- Must be able to pass a background check.
- Minimum Skills Required: Must possess problem-solving skills.
- Exceptional communication skills, both oral and written.
- Ability to respond effectively to customers with a sense of urgency.
- Proficient in Microsoft and Adobe toolsets, including Excel, Word, PowerPoint, Acrobat, etc.
- Highly motivated with the ability to handle and manage multiple tasks at any one time.
- Ability to forge new relationships, individual and teaming in nature.
- Must be a Self-starter, that can work independently and as part of a team.
Benefits
- Medical, Dental and Vision Insurance
- Wellness Program
- Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
- Short-Term and Long-Term Disability options
- Basic Life and AD&D Insurance (Company Provided)
- Voluntary Life and AD&D options
- 401(k) Retirement Savings Plan with matching after one year
- Paid Time Off
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