IT Support Expert for SuperOps
8 hours ago
About Us
SuperOps is a growth stage tech startup building new-age software for the IT and MSP industry.
We're backed by leading VCs like Addition, Matrix Partners and Elevation Capital. We are seeking an experienced IT Support Expert to join our team.
The successful candidate will be responsible for building and maintaining strong relationships with our customers, ensuring their satisfaction, and driving product adoption and retention.
Responsibilities
As an IT Support Expert, your responsibilities will include:
- Troubleshooting and Resolving Issues: Provide clear troubleshooting steps and regular updates to build trust and foster positive relationships with users.
- Collaborating with Cross-Functional Teams: Diagnose and resolve product-related issues to ensure a seamless user experience.
- Contributing to Team Success: Participate in regular team meetings, share insights, and contribute to product improvements.
Typical Support Responsibilities
- Respond promptly, courteously, and effectively to customer inquiries via chat and phone.
- Excel in debugging and troubleshooting complex issues.
- Escalate complex problems to higher-level support or development teams when necessary.
- Actively address and resolve customer concerns to ensure satisfaction.
- IT Infrastructure Monitoring: Have a basic understanding of IT infrastructure monitoring tools to proactively identify and resolve potential issues before they affect customers.
- Troubleshooting Windows and macOS Systems: Provide expert-level support for Windows and macOS, resolving hardware and software issues efficiently.
- Scripting Knowledge: Knowledge of shell, batch, or PowerShell scripting is a plus, as it can be used to automate routine tasks and enhance support processes.
Qualifications
To excel in this role, you should have:
- 2-5 years of proven experience in technical support and customer service.
- Strong technical aptitude and a passion for problem-solving.
- Excellent written and verbal communication skills.
- Familiarity with IT infrastructure monitoring tools.
- Proficiency in troubleshooting Windows and macOS systems.
- Knowledge of shell, batch, or PowerShell scripting (advantageous).
Compensation
$70,000 - $90,000 per year, depending on experience.
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