Imaging Technical Support Tier 1 Agent Jobs

· Strong prospecting, qualification, and negotiations skills with a business solution-centric mindset

Great to have Experience and Qualifications:

*Depending on qualifications, the successful candidate may be offered a position at a more appropriate level

· Collaborate with colleagues in pre-sales, marketing, and customer success to provide an amazing customer-first experience

· 7+ years of quota-carrying experience in business development and selling SaaS solutions

· 5+ years experience with expanding business into new products and markets

MINIMUM LICENSURE/CERTIFICATION REQUIRED BY LAW:

Hours for this position will be Monday – Thursday 9:00am – 7:00pm

Forbes named Piedmont one of Georgia’s 10 best employers and the highest-ranked healthcare provider.

Microsoft Office, Incident management platforms (JIRA, Zendesk), Android and iOS experience an asset.

Perform problem analysis and isolate issues of minimal to moderate complexity, with minimal instruction and oversight from team leads and/or management.

Work with the Tier 2 Technical Support Representatives to enforce our incident management procedure, report issues, and verify hotfixes.

Effectively manage heavy workload consisting of Chat, E-mail and Phone contacts.

Excellent grammar and written communication skills.

Create end user and internal knowledge base documentation

Proven customer support experience or experience as a client service representative

Strong phone contact handling skills and active listening

Excellent communication and presentation skills

Ability to multi-task, prioritize, and manage time effectively

Associates degree or, High School Diploma + proven experience.

2+ years of proven track record/experience

Be the first stage of support covering our Guardian product and associated Embedded offerings using the GuardianConnect SDK

Become familiar with the Guardian Firewall product and partner-based offerings that we’ve launched through our Guardian Connect program and SDK

Use your initiative to proactively find ways to improve the customer experience

Experience providing technical support for a consumer product

Experience with working on call in a 24/7 environment

Experience using Zendesk or a similar ticketing system

Experience and special interest in computer systems, networking, or other information technology skills.

Prior experience utilizing remote support applications (LogMeIn, TeamViewer, Remote Desktop).

Accurately and thoroughly documents all troubleshooting and resolution information and manages technical case structure in company CRM/ERP.

Collaborates with other technical support members to offer insight during the troubleshooting process.

Minimum of 2 years’ experience in an animal hospital setting or technology-based call center is strongly preferred.

Excellent customer service skills and professionalism including patience, ability to listen and ability to follow up effectively with all staffing levels