Managed Services Support Analyst providing IT support to customers globally. Troubleshooting technical issues and ensuring high customer satisfaction through effective communication.
About the role
- Customer-centric Intern assisting with technical solutions in a dynamic support team at ServiceRocket. Engaging with customers to resolve issues while enhancing onboarding initiatives.
Responsibilities
- Communicate efficiently and effectively with our customers
- Own customer communications and issues from initial contact until resolution
- Become an encyclopedia of knowledge about relevant products and their capabilities and common application
- Solve technical problems for customers on a daily basis while ensuring all customers have a great experience
- Comply to the escalation workflow for unresolved issues and identify bugs/product issues for the development team
- Resolve issues raised within SLA with the aim of preventing future problems
- Learn, document, and share knowledge with others
- Available to work on EMEA shift is necessary for customer support activities (Afternoon 1pm-10pm)
- Available to work on pre-scheduled weekends on full/standby support
Requirements
- Currently pursuing a degree in Information Technology, Computer Science, or similar.
- Outstanding verbal and written communication skills in English will be required for day-to-day operations
- Strong data analysis, critical thinking, and problem-solving skills
- Quick learner with a strong sense of ownership and resilience
- Self-motivated, results-oriented, and committed to exceeding expectations
- Data science knowledge is an added advantage
- Familiarity with Python/R, Jupyter Notebooks is an added advantage
- Knowledge of cloud deployments, including AWS, Azure, Google Cloud is a strong plus
Benefits
- ServiceRocket is committed to a diverse and inclusive workplace
- Equal opportunity employer
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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