Key skills
Active DirectorySalesforceCommunication
About this role
Role Overview
- 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, Adobe Sign, 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
- Accurately gather necessary diagnostic information for issues outside of Tier 1 scope including steps to reproduce, screenshots, logs, error messages, and browser/environment details
- Route unresolved cases to Tier 2 with clear and complete documentation.
- Stay up to date on product features, platform updates, and documentation changes.
- Other duties as assigned
Requirements
- 1+ years of experience in customer support, technical support, helpdesk, or a similar role, or equivalent.
- 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; comfortable with owning business communications via phone and email
- 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 program
Benefits
- Medical, dental, and vision insurance
- Short term and long-term disability
- Life insurance and AD&D
- Supplemental life insurance (Employee/Spouse/Child)
- Health care and dependent care Flexible Spending Accounts
- 401(k) with company match
- Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non
- overtime eligible) position.
- Paid parental leave
- Voluntary benefits including pet insurance