| Job Description: |
ROLE_DESCRIPTION -
Provide excellent customer service to all customers, partners, and internal stakeholders when interfacing with them
Follow all ticket SLA and notation departmental guidelines
Become knowledgeable about Agiloft and products with which we integrate, such as Active Directory, LDAP, Outlook, Word, Excel and Salesforce
Take customer calls and manage the creation and submission of support tickets to track and resolve customer issues
Assist in generating software licenses and overseeing the installation of licenses to ensure customers have the appropriate access to their software
Perform routine server installations and refreshes following documentation to ensure maximum availability
Maintain accurate and detailed records of customer interactions, including support tickets and resolutions
Validate and escalate more complex technical issues to the appropriate teams
A customer-centric mentality; the ability to empathize, prioritize, and drive resolution for customer issues
Excellent trouble-shooting and analytical skills; a desire to solve problems and make things work
Strong verbal and written communication skills
Ability to manage multiple tasks independently and as part of a team in a fast-paced environment
High attention to detail and organizational skills
Intelligence, creativity, familiarity with web-based technologies, and the ability to rapidly learn a complex and wide-ranging programs
Skills: CloudBees
Experience Required: 6-8
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