IT Support Representative (Tier 3)

Our client is providing support not only to external customers but also to internal employees. Currently, they provide 24x5 Support with an eye to possibly go 24x7 in the future. Generally speaking, if you work with our client and you have an issue or question that cannot be resolved within your local team or circle of direct contacts, then you log a Support ticket. As you can imagine, the client receives a wide range of issues submitted to their team. The issues range from onboarding or offboarding employees, requests to fix or repair broken equipment, technical issues with the platform or the tools used, product enhancement requests, process questions, finance issues, configuration and reconfiguration requests for their customers, help with building reports, requests for contact information for existing or potential customers and much more.

In addition to internal queries, the client takes issues reported by the customers who are typically Professors, Instructors, Students, Researchers, Librarians, or lab assistants. These questions can range from technical problems they are having with the website (problems logging in or password reset problems), requests for access to certain content on the site, problems with SSO or access via proxy, usage stats or other reporting problems, inquiries on how to get a subscription and much more.

Many of the tickets that the Support Team receives cannot be directly resolved by the Support Team. They need to make sure that they have gathered all of the necessary details about an issue, including debugging steps and information and ideally they must be able to reproduce it (where applicable). The Team then routes tickets to other groups or Teams for resolution. If Support did a good job of triaging the ticket before handing it over to another team, that other team should have all of the details necessary to move forward. The Support Team remains the point of contact with the ticket reporter/customer at all times. Support Team members must therefore be very careful with their communications to ensure that internal (possibly sensitive) conversations remain internal while keeping the reporter/customer regularly updated on the status of their issue.

• Excellent English communication skills. (both verbal and written)
• Note that almost all of our communications around our tickets are written (there is no "call" center and it is rare that we would call a customer).
• Attention to detail is key to this position.
• Being resourceful
• Thinking "outside the box"
• Knowing how to use Google or even AI tools to assist with searching for answers or troubleshooting.
• Familiar with managing tickets in Jira
• Able to use Confluence to maintain a Support knowledge base (documentation skills)
• Moderate skills with Salesforce (ability to search records for details and occasional basic editing)
• Basic skills with HubSpot
• Solid understanding of web page construction (HTML, CSS, JavaScript)
• Know how to execute standard debugging for website issues
• Understand how to use a web browser console log in the debugging process
• Decent understanding of computer networks
• Knowing HTTPS vs HTTP
• Know what is a Public IP address, and a Domain Name
• Understanding what a Firewall does
• What does a Proxy Server do
• Understanding of the basics of SSO
• Familiarity with XML and JSON can be very helpful in some cases

Minimum Technical and Work Environment Requirements:

• Internet Connection:
• Primary internet connection with a minimum speed of 15 Mbps.
• Backup internet connection with at least 10 Mbps.
• Backup connection must be capable of supporting work during a power outage.

• Primary Device:
• Desktop or laptop equipped with at least:
• Intel Core i5 (8th generation or newer), Intel Core i3 (10th generation or newer), AMD Ryzen 5, or an equivalent processor.
• A minimum of 8 GB RAM.

• Backup Device:
• Must meet or exceed the performance of an Intel Core i3 processor.
• Must be functional during power interruptions.

• A functioning webcam.
• A noise-canceling USB headset.
• A quiet, dedicated home office space.
• Peripherals and Workspace: A smartphone for communication and verification purposes.

• Join Our Dynamic Team: Experience our fun, inclusive, innovative culture that values your unique contributions and supports your professional growth.

• Embrace the Opportunities: Seize daily chances to learn, innovate, and excel. Make a real impact in your field.
• Limitless Career Growth: Unlock a world of possibilities and resources to propel your career forward.
• Fast-Paced Thrills: Thrive in a high-energy, engaging atmosphere. Embrace challenges and reap stimulating rewards.
• Flexibility, Your Way: Embrace the freedom to work from home or any location of your choice. Create your ideal work environment.
• Work-Life Balance at Its Best: Say goodbye to stressful commutes and hello to quality time with loved ones. Achieve a healthy work-life integration to perform at your best.