Tier 1 Technical Support Representative

Who are we:

We’re Eptura™ — a global worktech company that provides software solutions for workplaces, people, and assets that enable everyone to reach their full potential. Our people are at the heart of everything we do, spanning 11 global offices with 1,000+ employees. Together, we’re dedicated to making workplaces and assets work harder for people everywhere, giving them the opportunity to thrive.

Location: Winnipeg, Canada / Remote

Role Overview:

We are looking for someone with exceptions people skills, who loves helping other in a high paced environment. The Tier 1 Technical Support Representative, is responsible for working with clients, answering support requests by phone, email, and in-app communication channels. To do this, you will learn how to use and configure our software and will also learn about our clients’ needs and business processes. You will be expected to use this knowledge to effectively take ownership of new support requests and see them through to resolution. While many requests are handled individually, Customer Support is a highly collaborative team, and you will frequently work with and learn from your team members, while triaging and escalating tickets to others.

Responsibilities:

• Effectively manage heavy workload consisting of Chat, E-mail and Phone contacts.
• Adhere to quality guidelines around case notes, communication, timeliness, etc.
• Excellent grammar and written communication skills.
• Communicate client feedback to other internal teams and stakeholders.
• Create end user and internal knowledge base documentation
• Perform problem analysis and isolate issues of minimal to moderate complexity, with minimal instruction and oversight from team leads and/or management.
• Participate in weekly department meetings as required and in internal meetings when needed.
• Become a subject matter expert in company products and services.
• Identify and submit software bug and new feature requests to the engineering team.
• Formulate workarounds and communicate results positively to the customer.
• Provide technical support through in-app communication (chat), phone, and emails to existing customers, responding to, triaging, and escalating support tickets in a timely and professional manner.
• Have passion and enthusiasm for being a part of an organization providing best-in-class global customer support.
• Work with the Tier 2 Technical Support Representatives to enforce our incident management procedure, report issues, and verify hotfixes.

About you:

• Ability to establish and maintain strong working relationships with key internal, partner, and customer personnel.
• Skill in the use of personal computers and related software applications.
• Capability to take on new challenges and continually learn about applications and technology.
• Prior experience in Tech Support, Software Support, SaaS Support and Customer Service
• Excellent verbal and written communication skills with both technical and non-technical individuals.
• Self-motivated with the ability to manage time and stay organized.
• Outstanding customer service skills.
• Strong technical background with problem-solving skills, troubleshooting ability, and attention to detail.
• Microsoft Office, Incident management platforms (JIRA, Zendesk), Android and iOS experience an asset.
• 1+ years of experience in client support is desired.
• Knowledge of the software development lifecycle and end-user support processes.

Eptura Information:

• Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.
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