CloudDesk Support Representative

Duties/Responsibilities: 

• Manage add-on orders and customer change requests and still make time for daily work responsibilities, ie:  service cases, project status updates, closure activities
• Coordinate and manage expectations with customers on add-on project deliverables.
• Diagnose and troubleshoot technical issues, including System setup, network configuration to provide immediate support.
• Ask customers targeted questions to quickly understand the root of the problem
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate solutions
• Properly escalate unresolved issues to appropriate internal teams (e.g. technical support)
• Track the reported issues through to resolution, within agreed time limits.
• Ensure all communications are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their system is fully functional after troubleshooting
• Document technical knowledge in team confluence page