Job Description

We are looking for a Tier 1 - Technical Support agent to join our collaborative and committed Support team that lives and breathes self-storage!
You will be entrusted with crafting and delivering a warm, enthusiastic, and customized support experience for our wonderful customers around our family of products while troubleshooting their software and environmental-related issues. You are the missing puzzle piece to help us bridge any knowledge gaps that may arise. Through creativity and empathy, while leveraging your critical thinking skills, you will analyze, investigate, and resolve a limited scope of issues. While you may encounter problems that can be resolved through a number of our existing resources, you will also need to utilize training and knowledge base articles to route out of scope issues and inquiries to another team when needed.
Shift Details

• Primary Days: Weekdays Shift Hour Openings: 9am - 6pm ET, 10am - 7pm ET, 11am - 8pm ET

What you will do every day:
Incident Handling

• Register incidents received by web, chat, e-mail and phone in the CRM system
• Classify incidents based on severity and priority
• Utilize existing Knowledge Base, manuals or other reference materials to resolve incidents or be able to identify when to escalate to a more advanced team
• Investigate and resolve incidents according to knowledge-based articles
• Contribute and update our Knowledge Base and Communities
• Follow standard processes and procedures
• Accept and retain ownership of requests, provide regular updates to support and /or customers on the status of each request and manage aging of assigned requests
• Ensure service level standards are achieved (as defined by the Technical Support management team)
• Handle interruptions well and move between tasks with ease while still meeting deadline

Incident Escalation

• Collaborate with Senior or Principle Support Engineers on complex cases when appropriate
• Log reported bugs in bug tracking system
• Escalate cases to Tier 2 when required
• Possess an intermediate understanding of the organization's products assigned, staying current with system information, changes and updates, and escalate more complex inquiries
• Work with more knowledgeable resources to ensure any case needing escalation has appropriate documentation and detail to effectively transition the case without inconvenience to the customer

Customer Care

• Attend virtual based training classes
• Complete certifications for company products
• Complete training for complementary 3rd party products where needed
• Use appropriate discretion in handling critical client calls and escalating calls to management
• Perform each duty above with our customers' satisfaction as your number one priority
• Assist in training new Technical Support team members
• Contribute new content to the Support Knowledge base

What you need to bring to the table:

• At least 2 years of product support experience, preferably in a support analyst or technical support position preferred
• Excellent interpersonal communication skills, both verbal and written, and ability to remain calm and professional in all circumstances
• Excellent phone skills, which includes actively listening and developing effective questioning techniques to resolve issues
• Excellent knowledge of customer service principles and practices with previous customer service experience
• Proven ability to resolve escalated technical issues by quickly identifying problems, forming solutions, including customized solutions that are outside of the generally accepted use of a product function, and executing step-by-step troubleshooting procedures
• Excellent understanding of the general aspects of the job, including thorough knowledge of relevant software computer applications and equipment
• A positive, professional, solution-oriented, enthusiastic and team-oriented attitude
• Demonstrated ability to handle interruptions well and move between tasks with ease while still meeting deadlines
• Ability to follow department processes and procedures
• Experience utilizing CRM systems

Bonus points:

• Intermediate understanding of major RDBMS with emphasis MS SQL
• Intermediate desktop OS knowledge (PC and Server) including understanding environment variables and writing and troubleshooting batch files
• Intermediate network communication, network security, network administration and wireless networking knowledge
• Intermediate virtualization knowledge with the ability to configure and troubleshoot virtual environments
• Intermediate knowledge of IIS and web services
• Intermediate experience supporting mobile apps
• Proficiency supporting multiple versions of Windows
• Proficiency supporting several major web browsers such as Internet Explorer, Chrome, Firefox or Safari

Apply now, join our team, and be part of a supportive community that values growth, recognizes excellence, and fosters a vibrant work environment!
All suitably qualified applicants will be considered based on their qualifications, experience, and the competencies relevant to the role. We do not discriminate on the basis of race, gender, age, disability, religion, sexual orientation, or any other characteristic protected under applicable law.
REDIAL BPO will never request any form of payment--whether for applications, interviews, or job placements--from applicants. If you are ever asked for payment as part of a recruitment process claiming to be from REDIAL BPO, please treat it as fraudulent and report it to us immediately.

Skills Required