Support Agent - Remote Eligible

Support Team Member

The Support Team Member works under the direction of the Support Manager, providing assistance to both the Support team and ICANotes customers in resolving technical and application-related inquiries.

Essential Job Functions:

• Responsible for assisting customers with support inquiries, both technical and training in nature.
• Demonstrate excellent attention to detail and ability to troubleshoot technical and workflow problems that may arise for customers.
• Adhere to a weekly 'support schedule,' which may include any combination of telephone, chat, and/or email support, to meet departmental needs.
• Document all customer interactions appropriately in the ticketing system and ensure that all issues are resolved in an efficient manner.
• Proactively initiate and participate in projects to improve departmental performance, such as process optimization, customer feedback analysis, and knowledge base enhancement.
• Comprehend and strictly adhere to outlined standard operating procedures to ensure consistency and quality in Support delivery.
• Meet and strive to exceed Customer Support metrics such as quality of service, customer satisfaction, close rates, response times, and more.
• Meet or exceed published customer support service level agreements.
• Proactively identify ways to avoid the recurrence of customer issues by improving processes, reviewing technical articles, staying informed of product updates, and recommending improvements to the Support Manager.

Requirements:

• Must have a quiet, distraction-free work environment.
• Must demonstrate excellent customer service and interpersonal skills emphasizing customer satisfaction.
• Must demonstrate refined communication skills (both spoken and written).
• Must have the ability to excel in a fast-paced work environment.
• A motivated self-starter must take direction well, initiate tasks, and be accountable.
• Must be punctual and dependable for assigned shifts and tasks.
• Must exhibit strong attention to detail with an ability to think creatively and analytically and troubleshoot issues to resolution.
• Must be able to function well in a team environment.
• Must have strong organizational, time management, prioritization, and multitasking skills.
• Must know about IT systems and have strong computer skills.
• Must be able to develop both a comprehensive technical and functional understanding of ICANotes, enabling effective troubleshooting and customer guidance.

Benefits for 1099 Contractors:

• PTO Accruals:
  • 8 sick days per leave (Up to 80 hours can roll over each year)
  • 6 personal days per year (All can rollover)
  • 12 vacation days per year (All can rollover)
• Two weeks paid (80 working hours) 100% for maternity/paternity leave
• Our approach to benefits and total rewards considers our team members' whole selves and what may be needed to thrive in and outside work.

Note: This job description is not intended to be all-inclusive. Contractor may perform other related duties as negotiated to meet the ongoing needs of the organization.