Technical Support Representative

Summary

Join Affinitiv's award-winning team as a Technical Support Representative! This entry-level position involves providing first-level support to clients, troubleshooting software issues, and managing inbound calls, emails, and chats using Zendesk. You will work closely with Tier 2 technicians and contribute to process improvement. The role requires 2+ years of customer service experience, proficiency in Microsoft Office 365, and strong communication skills. Affinitiv offers a flexible "Work from Here" program, allowing for remote work or on-campus options, and a comprehensive benefits package including medical, dental, vision, 401k, and generous PTO.

Requirements

• 2 or more years’ experience in customer service
• Proficient in Microsoft Office 365 (Outlook, Excel, Word, OneDrive)
• Experience in troubleshooting various applications
• Must be detailed oriented and self-motivated
• Able to thrive in a fast-paced, deadline driven environment
• Strong written and verbal communication skill
• Excellent customer service skills

Responsibilities

• Provide 1st level support for clients, troubleshoot and resolve issues with company software
• Receive inbound phone calls and accurately log all call conversations in Zendesk in a timely manner
• Work closely with Tier 2 technicians to escalate issues as required and ensure our clients remain informed of the progress of escalated tickets
• Work inbound emails
• Assist supervisor to create processes to effectively escalate and track problems as they occur with Zendesk's ticketing system
• Performs other related duties as assigned by management

Benefits

• Medical
• Dental
• Vision
• 401K
• Generous PTO
• Remote work
• Flexible hours