Job Description
Job Description100% Remote
Experience- with triage, ticketing or/and basic trouble shooting.
Creates, monitors, tracks, schedules, updates, and closes work orders within the ticketing system promptly
• Answers and resolves help desk calls from local and remote users and offices
• Follows through to ensure problems are resolved and customers are updated
• Develops in-depth product knowledge to resolve customer questions and issues and contributes to the Knowledge Base
• Participates in client conference calls to obtain necessary data for resolution
• Communicates with customers at all levels of technical and non-technical skills sets
• Follows all SOPs and maintains SLAs
• Escalates support issues as needed
• Triages and accurately documents user support issues according to defined procedures, focusing on impact and urgency
• Acts as a liaison between customers, technical escalation teams, and outside business partners, communicating technical information in layman's terms
• Resolves incidents with known solutions (per the knowledgebase), according to support standards and defined procedures
• Escalates more involved issues to the appropriate Tier 2 and Tier 3 support teams, and outside business partners for expedient resolution
• Performs other duties as assigned by the appropriate administrator
Equal Opportunity Employer / Disabled / Protected Veterans
The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRi…
The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_…
For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.
We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.
AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Partici…
We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
#1553
Company DescriptionThis company offers growth and a great group of people to work with.