Platform Support Associate Tier 1

hace 3 semanas

Bogota, Colombia Velocity Global A tiempo completo

***

We are currently looking to hire a Platform Support Associate to join our growing Platform Support team. This team is a Customer Care division of Velocity Global, which provides 24/5 global support to our clients and internal functional teams.

This role will be based in Colombia but serving global clients and will report to the Platform Support Lead.

**RESPONSIBILITIES**
- Responsible for Tier 1 technology support and resolution for clients.
- Manage internal and external communication via our case management platform, including coordinating work among team members and re-assigning work as necessary.
- Provides prompt resolution to external users and clients, escalating complicated issues to appropriate teams
- Provide high-quality service and support to our global clients, adhering to service level agreements.
- Gather and analyze customer feedback, as well as feedback from internal team members, and submit product feedback responses.
- Reproduce complicated bugs and document them thoroughly for the development and engineering team to resolve. As necessary, be comfortable with light quality assurance environment testing.
- Act as the first point of contact for technical issues and troubleshooting for the Velocity Global platform.
- Attend various meetings, for example, weekly team meetings and troubleshooting meetings with clients.
- Provide support to various internal Velocity Global departments with day-to-day tasks by being a resource for tech escalations and questions.
- Collaborate with Technology and Product divisions to ensure client-reported issues are being resolved in a timely manner.
- Support Technology, Product, and Platform Support projects and goals with a focus on client experience.
- Help engage internal Velocity Global departments to follow correct processes and features according to SOC 2 and internal best practices.
- Monitor and report on personal performance, for example, one-touch tickets, resolution times, first response times, customer satisfaction, number of tickets, and number of reopened tickets.
- Provide strategic training and support to various Velocity Global team members regarding our Global Work Platform.
- Work with a variety of Velocity Global departments to identify and create better practices and processes, working in tandem with internal knowledge admins to improve knowledge base articles and ensure the accuracy of content and procedures.
- Must be able to work in multiple ticketing systems to track and report bugs for product alignment.
- Must be able to identify and report severe bugs using emergency communication channels and on-call schedules.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not construed to be an exhaustive list of all job duties performed by the personnel so classified.

**QUALIFICATIONS/SKILLS**

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Bachelor's degree or an equivalent certification.
- Minimum of 2 years of experience in a Customer Services role.
- Minimum of 1 year of experience working in a Technology Service Desk role.
- Previous experience working across different time zones, preferably in a 24/5 setup.
- Experience working with JIRA and ZenDesk is a plus.
- Business proficiency in the English language is required.
- Excellent presentation, verbal and written communication, and listening skills.
- Strong communication skills with internal team members and clients across multiple time zones.
- Strong work ethic and a passion for creating unparalleled customer experiences.
- Self-motivated with the ability to work well in a collaborative environment.
- Foreign language skills are a plus

GO FARTHER WITH VELOCITY

At Velocity Global, we're building a dream team made up of the world's best talent. We're looking for people like you to join us as we make opportunity borderless for people everywhere.

ABOUT VELOCITY GLOBAL

At Velocity Global, our values represent who we are and the company we want to be. We harness the power of our values to bring our unique talents together in pursuit of our common goals. In partnership with our customers and ourselves, we are better together, and together, we win.

Please refer to our present benefits offering here.

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