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    Customer Support Engineer - Tampa, United States - CyberFOX

    CyberFOX
    CyberFOX Tampa, United States

    1 month ago

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    Default job background
    Technology / Internet
    Description

    Essential Duties and Responsibilities:

    • Provide White glove style service for new onboarding clients to assist them through the process from initial setup, to onboarding clients and be the first point of contact for any issues or questions till the onboarding process has completed its success criteria.
    • Support single application running on Windows and MAC desktop and laptop computers and mobile devices such as iPhones, iPads and Android phones via phone, chat, and email
    • Receiving Escalations and taking ownership of support tickets to resolution.
    • Monitoring and adhering to SLA requirements on support tickets.
    • Escalate issues when necessary, tracking related progress and updating customers.
    • Achieve quarterly performance goals and initiatives.
    • Adhere to HIPAA standards and strict security standards.
    • Analyze ticket trends and recommend process, system, and product improvements.
    • Curate internal and end-user documentation and training material.
    • Manage incidents through online ticketing system.
    • Take ownership of trouble tickets, working and tracking issues to resolution
    • Record detailed information into Service Desk ticketing system
    • Utilize support applications to ensure timely resolution of client issues
    • Other duties as assigned

    Educational/Vocational/Previous Experience Recommendations:

    • College or Technical Institute degree in Information Technology or other related discipline required. May be substituted by 5 or more years of experience in a Help Desk/Call Center environment.
    • Excellent communication, written and verbal are vital for communication via phone, chat, and email

    Working Conditions:

    • Professional office environment or Home office environment if restrictions prevent open access to an office environment.

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