Technical Support Representative

Responsibilities:

• Create tickets from incoming calls and assign them accordingly or queue them up in the No-Tech queue; new tickets should include answers to the prescribed probing questions.
• Take/get support tickets endorsed from the No-Tech queue, receive email tickets, or update the existing tickets from customer contacts using the same means - phone, email, SMS, or even endorsement from a fellow Tec, Senior Tech, or Client POC.
• Update existing tickets assigned in their ticket bucket and get more tickets in case none of them can be resolved at a given time; these can be scheduled or not.
• Prioritize the resolution of support tickets based on the criteria set by the Client POCs
• Review the new tickets and make sure they are triaged/merged/canceled accordingly, particularly after being back from breaks.
• Escalate the non-tech tickets accordingly, partner up with Sales/Project Management/Developer, etc., make sure to follow throu...