Cloud Service Technician

Rightworks offers the only intelligent cloud purpose-built for accounting firms and professionals. Backed by award-winning support, our fully managed IT and applications ensure customers have secure, reliable, on-demand access to their technology. We provide a curated software ecosystem that simplifies the complexity of running an accounting firm or small business, supported by a community of thought leaders, peer networks, and educational resources. Our success is made possible by leveraging decades of specialized experience in leading accounting firms, SMBs and technology companies. Thousands of Firms and SMBs count on us to run their business every day.

We have a great team, we’re growing fast and have a winning culture based on innovation, teamwork, and mutual respect.

Job Overview:

In this role, it is expected that the Cloud Service Technician (CST) will provide frontline support to our customers by active participation in an assigned queue, as well as working service tickets that come in via the portal or email or as assigned by a CS Supervisor.  This role requires an intermediate understanding of our technologies and how to properly support the customer base.

This is a remote based position.

Responsibilities

Daily

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Responsible for meeting all assigned metric goals for the role

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Act as frontline support by maintaining an active presence in the assigned queue(s) throughout the day

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Update and Manage team service tickets based on internal policies.

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Provide a Customer-First experience while utilizing phones and email to manage customer issues.

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Work cohesively within the service team and across departments to provide a customer-first approach to ticket resolution.

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Perform Tier 1 troubleshooting on live calls and create tickets with complete problem descriptions and customer details.

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Resolve basic customer requests using detailed processes and KBs

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Resolve intermediate customer requests using detailed processes, KBs, and troubleshooting skills.

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Crisis Management – Identify advanced and high-priority issues, and escalate to the next level using proper processes.

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Edit, update, and contribute new articles to the KB to facilitate the sharing of knowledge.

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Update tickets with Type, Subtype, and Item to facilitate proper tracking of work.

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Be able to listen to, accept, and follow directions from more senior Techs and Supervisors.

Weekly/Monthly

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Be an active participant in team discussions and provide mentoring to CST personnel as needed.

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Edit, update, and contribute new articles to the KB to facilitate sharing of knowledge.

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Perform other tasks and duties as needed (App Availability, Driver’s Ed)

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Overnight or weekend shifts as assigned.

In addition to the tasks listed above, you will be responsible for other tasks or roles as needed.

Required Knowledge and Skills

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Passion for delivering outstanding customer service.

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Ability to communicate clearly, confidently, friendly, and professionally with our customers.

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Proficiency in computer usage, internet, and Microsoft Office suite of applications.

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Intermediate Networking (Ping, Trace Route, Gateway, DNS, Subnet, IP Address, MAC Address)

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Intermediate Application Support

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Intermediate Troubleshooting Fundamentals

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Intermediate understanding of what the Cloud is

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Intermediate understanding of what Virtualization is

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Intermediate understanding of how technology interacts

Compensation

The hourly compensation for this role is $21.43/hour.

Benefits

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the employer.

Originally posted on Himalayas