Customer Support Representative - San Diego, United States - Tranzeal Inc

Tranzeal Inc
Tranzeal Inc
Verified Company
San Diego, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Job Title:
Customer Support Representative

Duration

  • 1 Year

Pay Rate:

Location:
San Diego, CA

of Positions: 1


Note
:
This position requires to be onsite two days a week. Wednesdays and Thursdays are currently prominent but may change.


Description:


Job Category:
Support/Sales


Job Code:
Customer Support Representative


Duties:

Overview:


Our Client is currently seeking a motivated Customer Support Representative to join our Customer Support team in Orlando, supporting our globally growing customer base.

You shall be responsible for providing best-in-class support, to ensure a positive customer experience.


In this role you will:


  • Log cases on the IT Service Desk and maintaining details of software / hardware problems detected.
  • Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions.

What you get to do in this role:

  • Perform initial triage of customer cases with documented solutions and/or workarounds, answering support queries via phone or ServiceNow CRM in a timely efficient manner.
  • You will be escalating to internal or external support resources and Subject Matter Experts when necessary.
  • You will be supporting users in the use of the platform by providing necessary advice and/or walkthrough.
  • Identify selfservice documentation gaps.
  • You will provide support for Store Applications.
  • You will manage multiple cases daily.
  • You will assist peers with their cases.
  • You will participate in User Acceptance Testing (UAT).

Desired requirements:

  • A good understanding of the ServiceNow platform is an advantage

Skills:

Screening Questions (must be present in resume):

  • Please share an example of a time when you had to multi-task and make sound judgments in a fast-paced, high stress environment, while at the same time keep people informed?
  • Share an example of a time when you had to interact with people/groups of widely varying disciplines, cultures, and backgrounds. Explain how you influenced them to follow your lead?

Hiring Manager Notes:
From the JD, what are the top "must have non-negotiable" skill sets that need to be present on a resume in order to be successful for this role?

  • Technical background and ability to learn and absorb technology quickly.
  • Great written and verbal communication skill.
  • Prior experience working in a helpdesk environment over phone, using technical skills to resolve end user issues on a first call resolution basis.
  • The ability to communicate effectively with people at all levels.
  • The ability to have difficult conversations with customers.
  • The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.
  • Basic understanding of ITIL Skills and business processes.
years working within an IT environment

  • The ability to work as part of a team and on their own initiative.

Job Type:
Contract


Pay:
$ $28.00 per hour

Expected hours: 40 per week


Experience level:

  • 3 years
  • 4 years

Shift:

  • Day shift

Weekly day range:

  • Monday to Friday

Work setting:

  • Inperson
  • Office

Ability to Commute:

  • San Diego, CA required)

Ability to Relocate:

  • San Diego, CA 92101: Relocate before starting work (preferred)

Work Location:
In person
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