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Customer Support Specialist

Remote:

Full Remote

Contract:

Full time

Salary:

60 - 60K yearly

Work from:

Connecticut (USA), New Hampshire (USA), United States

Offer summary

Qualifications:

Experience with JIRA and Zendesk, Knowledge of Windows and Server OS, Strong communication skills, Detail oriented and organized, Troubleshooting knowledge for technical issues.

Key responsabilities:

Manage support tickets with JIRA and Zendesk
Ensure timely responses to clients
Document problems and customer interactions
Follow-up to confirm issue resolution
Provide client training on hardware and software

Canary Systems, Inc. SME https://www.canarysystems.com

51 - 200 Employees

See more Canary Systems, Inc. offers

Job description

Formed in 1997, Canary Systems is a forward-thinking technology firm located in the beautiful Lake Sunapee region of New Hampshire. We specialize in civil engineering related monitoring and instrumentation applications and operate in several markets including construction, mining, geotechnical, industrial, and public infrastructure. Risk management is a growing market. Our unique products and services (our software in particular), has positioned us as a worldwide leader in these markets. With additional locations in Arizona, Tennessee, California, Colorado, Canada and Indonesia, there are many opportunities within the company for learning and personal growth.

We have an open position for a Customer Support Specialist. This person is reporting to the Support Group Manager and will serve as the first point of contact for customers and employees seeking technical assistance through our ticketing systems; JIRA and Zendesk.

Responsibilities Include:

Manage Zendesk and JIRA tickets in a timely manner
Work closely with Project Managers and clients

Record events and problems and their resolution in tickets
Pass on any feedback or suggestions by clients to the appropriate internal team
Run diagnostics to resolve client reported issues
Document client interactions
Respond to client issues via phone or email
Ensure timely response to client support issues
Follow-up with clients to ensure issues are resolved
Provide hardware and software training
Monitor client systems and databases

Expertise Required:

Experience with ticketing and workflow management systems (such as JIRA, Zendesk)
Microsoft Workstation (Windows 10, 11) and Server OS’s (2012, 2016, 2019)
Excellent oral and written communication skills
Detail oriented to keep detailed notes on tickets
Highly organized to keep Help desk tickets in order
Ability to diagnose and resolve basic computer technical issues

Person Best Suited to Position Will Be: