Tier 1 support specialist
Employment Type: Full-Time
Tier 1 Support SpecialistAbout OS33OS33 is an established, rapid growth SaaS company headquartered in New York City. Workplace by OS33 is the market leading platform for Independent RIAs, Broker-Dealers and Insurance Companies, who leverage independent reps. We provide flexibility and freedom for independent reps and advisors, while delivering the cybersecurity and compliance needs of the financial institutions they represent.At workplace, we believe in freedom without compromise. This applies to us as much as it does to our customers. We are ambitious, entrepreneurial, and our team is expanding as our solutions gain market adoption. If you thrive working in fun, fast paced, high-energy tech environments – please give us a ring, we’re hiring outstanding people who are driven to succeed.Your role and impactAs a Support Specialist you will be the first point of contact for workplace_ clients and internal users. You keep an active watch on the ticketing and phone systems. You help to coordinate solutions by involving appropriate support teams or internal resources and leveraging their management when appropriate. Being an operational and process-based person, you always look for situations where end user experience could be improved and offer suggestions to team supervisors on how to do so.Your responsibilities Actively watch the ticketing queue monitorProvide Tier 1 support for client and internal end-usersHandle high volume incoming calls and system alerts; monitor and triage incoming requests via ticket queuesAssist users by providing technical phone support with call logging via ticketing systemLeverage internal teams to provide next level supportIdentify potential larger issues in real-timeKeep support management updated on trending issuesLook for potential situations in which an improvement in process efficiency is possibleQualificationsDegree/Certification or equivalent practical experience1+ years of experience working in a Support/Service/Help Desk/Call Center RoleExcellent analytical, organizational, interpersonal and teamwork skillsAbility to adjust quickly to changing priorities and make quick decisions with available informationStrong customer service, prioritization, multitasking, communication and leadership skillsOnsite IT support experienceAbility to troubleshoot and think outside the box when neededKnowledge of LAN/WAN and mobile computing environmentsKnowledge of cloud computing and Citrix environmentsOS33 is an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive working environment.
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