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360 PSG

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Job Summary

Job Type

Full Time
Employee

Relevant Work Experience

Entry Level
None Required

Education Level

High School or Equivalent

Compensation

$13.00 - $14.00 / hr.

Availability

Immediate, Full Time - Growth Position

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Customer Support Technician

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The Support Technician is responsible for the planning, development and execution of tasks related to
supporting clients and training them on 360 PSG’s platforms. The Support Technician works directly with
the directors and leadership team on initiatives related to supporting clients on the company’s platforms.


Reports To

  • General Manager

Description of Duties

  • Support clients and their users on the company’s software platforms via email and phone systems
  • Improve efficiency (time wasted, etc) and value (return) of the support and training for client's and staff
  • Insure the highest quality of phone and live support
  • Run live/remote training sessions for new clients and users
  • Provide weekly/monthly support statistic reports for management review
  • Escalate service requests to the appropriate department lead when required and follow up with the customer once issues are resolved
  • Provide low level service quotes and execute work orders as experience grows

Knowledge

  • Strong grasp of the products offered and how to interface with them from a client's perspective
  • Understanding of content management and dynamic web applications
  • Excellent grasp of "end user" terminology and language
  • Understanding of end-client frustrations, repetition, educational needs, and desired outcomes
  • Understanding of department wide staff needs for proper support and training with the least amount of time

Attitude

  • Patient
  • Positive
  • Creative
  • Friendly, Caring, Passionate
  • Goal Oriented
  • Respectable
  • Assertive
  • Responsible, Consistent
  • Driven by objectives

Skills

  • Solid grasp of information gathering skills (listening, interpreting, and writing out needs)
  • Process driven, ability to create and maintain order in fast paced environment
  • Basic experience using HTML, CSS, and Javascript
  • Extreme attention to detail
  • Ability to dive in and make sense of new and unusual tools and components (never seen before)

Habits

  • Highly Organized
  • Goal-Oriented
  • Consistency
  • Team Player
  • Takes Initiative
  • Multi-tasker
  • Comfortable with digital documentation writing
  • Does what commits to
  • Offers up and executes on new ideas for the betterment of the company without being asked