IT Infrastructure Specialist
2 weeks ago
We are a growth-stage tech startup building innovative software for the IT and MSP industries. Backed by leading VCs like Addition, Matrix Partners, and Elevation Capital, we're seeking a skilled Inside Sales Executive to manage sales activities within the US region.
Job OverviewThe ideal candidate will have 2-5 years of experience in providing technical support and customer service, with strong technical acumen and problem-solving skills. Excellent communication skills, both written and verbal, are essential for this role.
Responsibilities- Maintain a comprehensive knowledge base of L1 support tickets to improve issue resolution efficiency and provide valuable resources for the support team.
- Diagnose and resolve technical issues related to our products or services, ensuring minimal downtime and optimal functionality for our customers.
- Collaborate with the product team to provide insights based on customer feedback and support interactions, driving product improvements and enhancements.
- Respond to customer inquiries and provide prompt, courteous, and effective technical support.
- Document support interactions and solutions for future reference.
- Escala complex issues to higher-level support or development teams when necessary.
- Ensure customer satisfaction by actively addressing and resolving their concerns.
- Utilize IT infrastructure monitoring tools to proactively identify and address potential issues before they impact customers.
- Provide expert-level troubleshooting support for Windows and macOS systems, resolving hardware and software issues effectively.
- Troubleshoot IT network issues to address connectivity and network-related problems.
- Automate routine tasks and streamline support processes using scripting knowledge.
- 2-5 years of experience in providing technical support and customer service.
- Strong technical acumen and passion for problem-solving.
- Excellent communication skills, both written and verbal.
- Familiarity with IT infrastructure monitoring tools.
- Proficiency in troubleshooting Windows and macOS systems.
- Scripting knowledge is advantageous.
- Experience in troubleshooting IT network issues is advantageous.
This position offers an estimated annual salary of $120,000-$150,000, depending on location and experience. Benefits include opportunities for career growth, professional development, and collaboration with a talented team.
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