![Modak](https://media.trabajo.org/img/noimg.jpg)
IT Support
hace 2 semanas
We are a dynamic fintech company committed to enhancing the digital experience for our customers. Our dedicated IT support team plays a crucial role in maintaining our reputation for outstanding customer service and technical reliability.
The work is done in 5 hours per day for a total of 25 hours per week. The agent will work those 5 hours between 8 am and 2 pm CT Monday to Friday.
**Qualifications**:
- Proven experience in customer service, ideally in a tech-focused environment.
- Fluent in English (B2 level or higher).
- Excellent communication and interpersonal skills.
- Strong problem-solving ability and a proactive approach to resolving issues.
- Familiarity with ITSM tools (e.g., Freshworks, Jira) is preferred but not required.
- Proficiency in operating systems like Windows and/or MacOS, (Linux desired).
- Familiarity with hardware components and troubleshooting (laptops, desktops, printers, etc.).
- Knowledge of productivity software suites (Microsoft Office, Google Workspace).
- Understanding of help desk ticketing systems and remote support tools.
- Previous experience in a customer service role, IT internship, or technical support position can be advantageous.
- Familiarity with ticketing systems like ServiceNow or Jira may be beneficial.
**Responsibilities**:
- Provide first-level customer support using our in-app chat feature, ensuring prompt and effective communication with our engineering team.
- Utilize platforms like Freshworks, Solid, Checkout, Plaid, Modak admin panel, and Jira to manage customer queries and internal tracking.
- Maintain accurate records across multiple spreadsheets, ensuring data is up-to-date and easily accessible.
- Address customer inquiries, clarify doubts, and provide detailed information about our products and services.
- Triage technical issues based on severity; resolve directly using the knowledge base or escalate to the technical team as needed.
- Participate in ongoing training to stay current with system information, changes, and updates.
**Additional Responsibilities**:
- Assist senior staff with collecting and analyzing support data from various platforms to improve service quality.
- Participate in regular team meetings to discuss challenges, progress, and strategies for enhancing support operations.
- Contribute to the creation and updating of a knowledge base used for handling technical issues and customer inquiries.
A degree in Information Technology, Computer Science, or a related field is preferred, but not always required. Relevant certifications or vocational training can also be valuable.
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