L1 Support Engineer – Bridge

Role Overview

• Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and end-users.
• Validate and clarify the issue reported
• Answer how-to questions
• Fix end-user issues that are resolvable through the Bridge user interface
• Replicate, troubleshoot, and describe simple bugs
• Keep thorough, clear, and complete records in the ticketing system of all actions taken
• Escalate tickets not resolvable at the L1 level to the L2 Support team
• Be friendly, efficient, and dependable, and always provide timely updates to users
• Create documentation of Support processes

Requirements

• High School diploma
• Ability to think quickly, communicate positively (even when sharing bad news), work proactively, and readily embrace change
• Strong technical, troubleshooting, and analytical skills
• Proven ability to function in a self-directed environment
• Ability to excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success
• Ability to handle clients professionally during all interactions
• Strong written and verbal communication skills
• Must be able to sit for extended periods of time
• Must be able to work remotely and manage tasks and priorities
• Must have the ability to work independently
• Must be able to collaborate in a remote environment

Benefits

• Equal Opportunity Employer
• Committed to creating an inclusive environment for all employees