This is very much a customer-facing role, so you should only apply if you love to help people to understand technical things.
It is a fun and varied position where you’ll need to use your detective skills and be great at asking questions to figure out exactly what help the customer needs.
In addition to assisting customers, you’ll also get the opportunity to help create support documentation, and work closely with the sales team to ensure customers have a great experience every time they contact TracMap.
Your responsibilities will include:
- Working as part of the Tier 1 support for customers seeking technical help with hardware and software over the phone or email,
- Solving general service inquiries and requests for assistance
- Determining the best solution based on the issue and details provided by customers
- Following up on cases that have been escalated to Tier 2 and ensuring the flow of information back to the customer
- Collaborating on documentation and support materials