IT Support Representative – Tier 3

Role Overview

• Provide support to external customers and internal employees.
• Log and handle a wide range of support tickets.
• Address issues related to onboarding and offboarding employees, equipment repairs, platform technical issues, product enhancements, and more.
• Respond to inquiries from Professors, Instructors, Students, and Researchers regarding website access and technical problems.
• Ensure accurate ticket triaging and routing to appropriate teams for resolution.
• Maintain communication with ticket reporters throughout the resolution process.

Requirements

• Excellent English communication skills. (both verbal and written)
• Note that almost all of our communications around our tickets are written (there is no "call" center and it is rare that we would call a customer).
• Attention to detail is key to this position.
• Being resourceful
• Thinking "outside the box"
• Knowing how to use Google or even AI tools to assist with searching for answers or troubleshooting.
• Familiar with managing tickets in Jira
• Able to use Confluence to maintain a Support knowledge base (documentation skills)
• Moderate skills with Salesforce (ability to search records for details and occasional basic editing)
• Basic skills with HubSpot
• Solid understanding of web page construction (HTML, CSS, JavaScript)
• Know how to execute standard debugging for website issues
• Understand how to use a web browser console log in the debugging process
• Decent understanding of computer networks
• Knowing HTTPS vs HTTP
• Know what is a Public IP address, and a Domain Name
• Understanding what a Firewall does
• What does a Proxy Server do
• Understanding of the basics of SSO
• Familiarity with XML and JSON can be very helpful in some cases.
• Minimum Technical and Work Environment Requirements:
• Internet Connection:
• Primary internet connection with a minimum speed of 15 Mbps.
• Backup internet connection with at least 10 Mbps.
• Backup connection must be capable of supporting work during a power outage.
• Primary Device:
• Desktop or laptop equipped with at least:
• Intel Core i5 (8th generation or newer), Intel Core i3 (10th generation or newer), AMD Ryzen 5, or an equivalent processor.
• A minimum of 8 GB RAM.
• Backup Device:
• Must meet or exceed the performance of an Intel Core i3 processor.
• Must be functional during power interruptions.
• A functioning webcam.
• A noise-canceling USB headset.
• A quiet, dedicated home office space.
• Peripherals and Workspace: A smartphone for communication and verification purposes.

Benefits

• Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.
• Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.
• Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.
• Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.
• Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.
• Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.