Level 1 Support Specialist

Position Summary

Level 1 specialists respond to requests received through phone, email or helpdesk portal. Support for basic customer issues such as solving usage problems and fulfilling service desk requests that need escalated involvement. If no solution is available, level 1 specialists escalate situations to a higher level, facilitating speedy issue resolution.

NOTE: This role is a member of our support team located in Tempe, AZ. This role will cover an evening shift after a few months of training and ramp up during the daytime. We are seeking someone able to also cover regular weekend on-call shifts .

Responsibilities:

• Deliver exceptional customer service to our internal and external customers.

• Serve as our first line of application support for all our incoming calls and tickets.

• Be confident and comfortable speaking on the phone for multiple hours.

• Review incoming Help Desk tickets to diagnose problems, gather additional information, identify solutions, assign to other Support resources as applicable and log and track incidents.

• Use excellent judgment to be able to properly evaluate situations and determine if the issue can be resolved quickly over the phone/email or be escalated appropriately.

• Demonstrate ticket ownership and streamline communication between customers and internal teams to expedite issue resolution.

• Complete company-provided training courses and continuously learn new material.

• Understand customer business processes and make effective decisions, with a sense of urgency, in the best interest of our customers.

• Educate customers on how to use software.

• Perform approved software configuration tasks.

• Consult with customers and direct them to solutions that will bring value to their business.

• Maintain security of customer and internal information.

• Other duties as assigned.

Qualifications

• High School diploma or equivalent.

• Prior experience supporting Enterprise level applications.

• Strong communication and collaboration skills.

• Experience with all major types of mobile devices. (iOS, Android)

• The ability to effectively communicate with remote users via phone or email and troubleshoot problems using remote connectivity tools or sometimes in the blind.

• Must be able to thrive in a fast paced, high-energy environment.

• Passion for their career and the work completed daily.

• Ability to work independently, adapt quickly and contribute.

• This is a hybrid role based out of our Tempe, AZ office.

Additional considerations

• Associate's or Bachelor's degree preferred.

• Familiarity with scripting languages (JavaScript, Python, etc.)

• Familiarity with SQL queries.

• Familiarity with Medical Marijuana industry business processes

VisualVault is a preferred Content Services Platform for Partners, Consultants, System Integrators and OEM's. For more information, please visit http://www.visualvault.com

Job Type: Full-time