About this role
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
- When assigned, create documentation of Support processes
- Perform other duties as assigned by supervisor
Requirements
- High School diploma
- Ability to think quickly, communicate positively (even when sharing bad news), work proactively, and readily embrace change