JOB DESCRIPTION

Remote in US

Essential Duties And Responsibilities

Serve as first point of contact for technical support to employees via calls, chat, email, and remote support

Utilize technical skills, historical records, knowledgebase, tools to analyze and diagnose customer issues

Perform analysis and triage of technology issues including data collection, and (if required) escalation to Tier 2 support teams

Evaluate and fulfill Service Requests in accordance with established guidelines and organizational Service Level Agreements

Communicate directly and effectively with a large and diverse audience

Clearly document description of issue and troubleshooting work done for escalation, review, and audit purposes

Collaborates regularly with the Technology teams to resolve technical issues and continually improve the technology experience for all our employees

Ensure adhere...