Associate Technical Support Representative – REMOTE

Job Overview

This is a fully remote opportunity.

Position Overview

The Associate Technical Support Representative is on the front lines of delivering excellent experiences for Agiloft customers. You will be responsible for assisting customers with technical support inquiries, ensuring their experience with our software is seamless. The role includes handling customer calls, submitting and updating support tickets, and performing administrative duties such as license generation, product installation, and server refreshes. You will work closely with the other members of our technical support team to ensure customer issues are resolved efficiently and effectively.

Job Responsibilities

Provide excellent customer service to all customers, partners, and internal stakeholders when interfacing with themFollow all ticket SLA and notation departmental guidelinesBecome knowledgeable about Agiloft and products with which we integrate, such as Active Directory, LDAP, Outlook, Word, Excel and SalesforceTake customer calls and manage the creation and submission of support tickets to track and resolve customer issuesAssist in generating software licenses and overseeing the installation of licenses to ensure customers have the appropriate access to their softwarePerform routine server installations and refreshes following documentation to ensure maximum availabilityMaintain accurate and detailed records of customer interactions, including support tickets and resolutionsValidate and escalate more complex technical issues to the appropriate teamsOther duties as assigned

Preferred Qualifications

Ensuring a diverse and inclusive workplace is our priority. We are committed to an environment of acceptance where you are free to bring your full self to work. All employment decisions at Agiloft are based on business needs, job requirements, and individual qualifications without regard to race, color, religion or belief, national or social ethnic origin, sex, age, sexual orientation, gender identity and/or expression, parental status, marital status, Veteran status, or any other status protected by the laws or regulations in the locations where we operate. If you have a need that requires accommodation during the recruiting process, please let us know by contacting Director, Talent Acquisition, Brad Toothman at [email protected].

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