Technical Support Triage Representative
BioTrackTHC, the leading provider of cannabis software, is actively seeking high-energy Technical Support Triage Representative to answer all telephone calls, respond to inquiries, direct callers to appropriate personnel, and initiate tech support tickets for support by technical support agents. Join our ever-growing family, an organization engaging with thousands of customers in 30 states and 5 countries. This is a unique opportunity to make a difference in a company that’s making a difference. Apply now, the position is expected to be filled quickly.
Responsibilities
- Answer all calls and place reminders and follow-up calls to customers
- Ensure all support coming in on emails, phones, helpdesk tickets and conversations are logged into the support system
- Schedule appointments, respond to inquiries and directs callers to appropriate personnel (or initiate tech support tickets for support by technical support agents)
- Ensure all support received via email, phone, help desk tickets, and conversations are logged into the support system
- Schedule appointments
- Conduct reminder calls and follow-ups to customers
- Support the technical support department by providing research, data reports, and/or assist other professionals within the assigned department
Qualification Requirements
- Experience managing high call volume (50 or more, daily) in a technical support department
- Communication proficiency – excellent verbal communication skills, active listening skills; collaborates easily, and is friendly and approachable
- Time management and problem-solving abilities, strong work ethic, unmatched drive and ambition
- Ability to learn new technologies and systems
- Display strong interpersonal skills with the ability and desire to work in a fast-paced environment, meet deadlines, and complete time-sensitive duties as assigned
- Flexibility – adept at multitasking and work well in a collegial environment. Adaptability to various changing working conditions with a positive, can-do attitude
- Organized, take-charge professional with exceptional follow-through abilities and detail orientation, able to plan and oversee multiple projects.
- Experience in Windows operating systems WIN7, 8, 10, Server 2008 & 2012, and MAC is a plus.
- 30-40 wpm typing
- High School Diploma
- Salesforce experience a plus
Job Type: Full-time
Experience:
- Customer Service: 2 years (Preferred)
Location: