Customer Support Representative Tier 3

***This is NOT a remote position***

Purpose:

Applies advanced knowledge of iClassPro software to solve advanced customer software issues. Uses discretion to manage unsolved tickets and feature requests before escalating. Works to ensure customer satisfaction and loyalty.

Duties and Responsibilities:

• Works to identify and solve complex tickets.
• Attends meetings with other departments to learn about new development to assist in the creation of documentation/support processes.
• Provide internal customer service by training Tier 1 and Tier 2 on necessary documentation needed for product development.
• Performs low-level database checks and queries.
• May perform database manipulation to assist in custom requests.
• Meets with QA and/or Developer if software problem cannot be identified.
• Monitors and keeps ticketing system up to date.
• Other related duties as assigned.

Requirements

Requirements and Skills:

• High attention to detail.
• Strong interpersonal skills.
• Strong problem-solving abilities.
• Patience and self-control.
• Clear communication skills with excellent verbal and written skills.
• Effective time management.
• Strong technical capabilities.
• Product knowledge with the ability to train others on use.

Education and Experience:

• High proficiency in computer and Internet usage.
• Understanding of HTML, CSS, JavaScript or other web design fundamentals.
• Strong SQL skills
• Experience with PHP/Laravel, Version Control/GIT
• Knowledge of Relational Databases and ORM technologies
• Familiarity with test-driven development
• Familiarity with software development methodology and release processes

***This is NOT a remote position***

Benefits

• Health Insurance (Medical, Dental, Vision, Life)
• PTO
• 401K with company match