Technical Support

Location: Gig Harbor, Washington, Canada
Date Posted: 09-25-2017
Cloud X Partners, a leading innovator in desktop-as-a-service delivery is looking to for a Technical Support Associate to join their team in Gig Harbor, Washington. 

As the Technical Support Associate, you will have the opportunity to be on the front lines working closely with our clients and the go-to person for the Account Management team. Your strong aptitude for learning will be the cornerstone of your success as your mission begins with learning the intricacies Workspace-as-a-Service (WaaS) and Platform-as-a-Service (PaaS) offerings to a sophisticated pool of SME clients. Your primary responsibility will be to understand, troubleshoot and resolve customer issues over the phone. This is a position with growth potential at a company that promotes from within. Whether you're just starting out in the technology field or looking for a place to hone your skills, bring your combination of infrastructure, technical, and customer support talents to the team and enjoy an environment that represents an intensive launching pad into Cloud Engineering Services or Cloud Architect groups.

What you'll be doing:
  • Developing a rapport with clients that elicits a positive response and an appreciation of our premier service
  • Diagnosing and resolving technical issues
  • Maintaining ownership of issues through resolution, even when they are escalated to Senior Engineers
  • Striving for first call resolution, while providing any additional information to the customer to prevent callbacks.
  • Monitoring your open cases, along with following up with the appropriate team and/or customer to resolve within our defined service level agreements.
  • Meeting or exceeding management expectations for productivity and professionalism as measured by customer surveys, call monitoring, and phone metrics.
  • Staying current with system information, changes and updates.
  • Preparing activity reports.
  • Tracking and routing problems and requests and document resolutions.
  • Supporting industry-leading Cloud Engineers in a wide variety of cutting-edge back-end infrastructure management activities
What you bring:
  • Fundamental operations of relevant software, hardware and other equipment
  • 1-3 Years of experience working in a technical support/customer support role
  • Knowledge and experience of customer service practices
  • Related experience and training
  • Operating Systems: Microsoft/Mac OS X/Linux
  • Desktop programs: Microsoft Office Suite, Email
  • Familiarity with financial software
  • Experience with ticketing systems
  • Virtualization and remote desktops
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