Digital Technical Support Representative (T1/T2)

Job Description

Job Description

EOS : Real. Simple. Results.

EOS®, the Entrepreneurial Operating System, is a complete set of simple concepts and practical tools that have helped thousands of entrepreneurs get what they want from their businesses.

Purely implementing EOS helps the people who own and run entrepreneurial companies run better businesses and lead their ideal lives.

The Role : Digital Technical Support Representative (T1 / T2)

This full-time position is responsible for the success of EOS One by providing exceptional customer support to our end users.

In this role, you will be a subject matter expert on all things EOS One. You are seen as the "go-to" when your team of customer-obsessed rockstars has a question, and together, you find the best solution for the customer.

You will learn continually to ensure your team has the most up-to-date information.

The ideal candidate will have at least two years of experience supporting end users of a SaaS product. Additionally, they will have worked closely with business stakeholders, technical teams, and product owners to identify and prioritize end-user defects.

In this role, your duties will include providing excellent customer service directly to EOS One end users, documenting the interactions accurately in our case system, and fully troubleshooting issues before escalating them to product and engineering teams.

This position will report directly to EOS Worldwide's Technical Support Manager.

Duties and Responsibilities :

• Interface with customers via Phone / Chat / Email / Zoom
• Be able to work between the hours of 8 a.m. and 8 p.m. Eastern Time
• Run remote sessions on customer computers to troubleshoot advanced issues
• Work with Engineering team members to help assess and identify defects
• Become an expert in EOS One through software testing and apply that knowledge to find solutions for challenging customer issues
• Review open issues daily, updating our customers and partners on the status of their cases and assisting in the reproduction / resolution of issues
• Ensure that all the required information is gathered and available prior to escalating an issue
• Assisting customers with EOS One, including troubleshooting, explaining technical language, investigating to understand customer issues, and fully documenting problem resolution in our case tracking system
• Understanding technical concepts and communicating them clearly to individuals with varied backgrounds and skill levels

Skills and Qualifications :

• Share EOS Worldwide Core Values : Be Humbly Confident, Grow or Die, Help First, Do the Right Thing, Do What You Say
• Minimum 2+ years of experience supporting a SaaS product
• Proficiency / understanding of EOS One and an ability to troubleshoot and resolve advanced issues
• Strong communication and interpersonal skills
• A desire to work customer-facing and interact with customers
• Success at setting and achieving ambitious goals
• Ability to balance and manage the day-to-day tasks
• Sound understanding of Computer systems and web browsers
• Strong analytic and logical problem-solving skills with a demonstrated attention to detail are required

Additional Preferred Qualifications :

• Experience using Microsoft Azure to log defects
• Experience with Salesforce Service Cloud
• Experience with Zoom
• Experience analyzing and accurately solving technical issues
• Demonstrated ability to interface with cross-functional teams effectively
• Ability to work well in a team environment

Location : Work from home position with occasional work travel and on-site collaborative meetings as needed.

Job Type : Full-Time, exempt

Compensation : $45,000-$55,000 base salary, commensurate with experience, plus the potential for a performance-based bonus in addition to tech / office stipend, health benefits, life insurance, 401k match, voluntary life / disability / AD&D, summer flextime, PTO, and more.

Employer will not sponsor visas for this position

EOS Worldwide accepts applications on an ongoing basis, until the position is filled.

If you are a California resident applying for this position, you can review our EOS Worldwide California Applicant Privacy Notice here EOS Worldwide California Applicant Privacy

EEOC Statement : EOS Worldwide is an equal-opportunity employer. All qualified applicants will receive consideration for this position without regard to race, color, religion, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information.

We are committed to recruiting, hiring, and retaining employees from different backgrounds, viewpoints, and experiences.