JOB DESCRIPTION
BlueCloudUSA is a growing telecommunications company in San Diego that is looking for an energetic person to fill customer happiness/technical support position and to grow with the company.
The Technical Support member will work full time, managing the BlueCloud support desk. We are a telecommunications company that strives for the best internal team communication in addition to quality service and customer support. Our team members communicate with one another and have the tools to stay organized and on track throughout every process. Managing the BlueCloud desk means prioritizing customer emails and calls, understanding what customers want and need, resolving tech support issues, making changes to a customers’ existing account or adding additional features to an account and everything in between.
We are looking for a tech experienced, upbeat, organized, detail oriented, career driven, easy going, and fun loving super star to join our team. When you apply for the position, please make sure to include one of your hobbies and what you like to do on the weekends for fun. If this is included in your application email, then you’re off to a great start and you will definitely stand out!
Job Title:
Technical Support/Customer Happiness Representative
Compensation Range & Benefits:
Hourly compensation rate of $18/hour. Full time position.
What are the skills needed and past performance that make you right for this job:
- High Motivated
- Positive and upbeat personality
- Problem solver
- Ability to work without supervision
- Self motivated and driven
- Detail oriented and ability to multitask
- Effective communicator and team player
- Ability to prioritize
- Perform well in stressful situations
- Customer service skills
- Computer and technical skills
- Customer Service and Support Experience
- Knowledge of CRM and Ticketing Systems
- Project Management experience
- Telecommunications knowledge is a plus
Major Goals And Responsibilities:
- Manage and maintain the support ticketing system
- Customer support, customer happiness, customer experience- provide the best possible interaction with all customers
- Make sure the tickets are answered and resolved as soon as possible
- Escalate Tickets appropriately
Task List:
- Managing the BlueCloud support desk by prioritizing tickets, calls and emails.
- Resolving support and customer happiness tickets
- Knowing when to escalate tickets and who to assign them to based on the individual situation
- Understanding the BlueCloud backend system in order to provide knowledgeable resolutions.
- Managing hardware orders- ordering, tracking and provisioning.
- Working in the Project Management system to create new projects and new accounts.
- On-boarding customers by creating new customer accounts and completing installation workflows
- Update tickets and follow up with customers when needed
- Training customers on the phone system after on boarding is completed
Primary people/contacts:
You will be working closely with the Technical Engineers and Department Managers.
Toughest parts of the job:
Managing multiple tickets and prioritizing them in order of urgency
Conversing with people by email, ticket and phone
Tracking all communication in the ticketing system and CRM
Managing your time between support tickets
How to Apply?
Please email your resume and cover letter to [email protected] to apply for this position.
We look forward to hearing from you!