Responsibilities for Tier 1 Product Support Specialist :
- Help in identifying and solving technical difficulties customers face with products / services provided by HTA.
- Take appropriate steps to resolve or escalate any open support cases per department Service Level Agreements (SLAs).
- Utilize Zendesk ticketing system to respond publicly to support requests via the telephone or in written internet-based e-mail per department SLAs.
- Document customer information and recurring technical issues to support product quality programs and product development.
- Documents support interactions, including details of inquiries, complaints, comments, and actions taken.
- Update HTA Knowledge Base with information about technical issues and useful discussions with customers
Background Needed :
- The ability to work collaboratively and cohesively in a team environment is critical to this role;
- Experience in a customer-facing role required
- Excellent attention to detail and multi-tasking ability
- Strong communication / interpersonal skills, both written verbal
- Strong emotional intelligence skills with an ability to relate to customers, gauge urgency, and display empathy
- Excellent time management skills ability to organize and manage multiple priorities and meet deadlines
- Experience in high capacity helpdesk / call center environment
Technical Experience :
Required Experience / Certifications :
1+ Years Previous Experience with Zendesk or similar support system
COMPTIA A+
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