Technical support Representative at FieldEngineer

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About the Technical support Representative Position:

The Tech Support Representative position is an ideal combination of client care and technical support. You'll be offering technical support and troubleshooting for our clients.

About the Team:

To keep an elevated level of Customer Care, the Team is dedicated to our clients far in excess of the expected measures. The ideal applicant is somebody who can be savagely faithful to our clients and end-users, their necessities, and their expectations. Among the many obligations the Support Team completes, the core of what we do is create a culture that transforms the Support process into a shared benefit for our organization and the client. This job reports to the Manager of Customer Care.

Key Responsibilities:

  • Being a First Responder on the Care Team
  • Working as the essential responder to support requests through the set up support channels:
  • Ticketing System
  • Radio
  • Site Live Chat
  • Telephone
  • Email
  • Designating requests that are to be dealt with by other individuals from the Customer Success Division
  • Keeping to strict Service Level Agreements and checking in with Care Team Lead on an everyday and week after week basis to report in overall status
  • Aiding the client on-boarding processes, including platform arrangement, testing, and launch, as it identifies with Pushpay platform set up and handling setup
  • Sorting out, tagging, and tracking regular issues to follow trends for escalation.

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