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Technical Support Liaison

Description

The Technical Support Liaison is an entry level position that will be responsible for monitoring and working in our internal ticketing program. They will need to read the tickets, decide what team needs to take action, and quickly escalate the tickets to the appropriate teams. The Technical Support Liaison will also need to create and maintain documentation on any changes to the process.

Job Responsibilities:

  • Serve as the first point of contact when users submit a ticket for support.
  • Monitor the ticketing system for incoming tickets.
  • Identify the issue and route the ticket to the appropriate team.
  • Contact users when not enough details are provided.
  • Track trends of tickets.
  • Monitor for urgent or VIP cases and escalate as needed.

Qualifications:

  • Customer support experience a plus.
  • Basic familiarity with Windows 10 and Microsoft Office products.
  • Experience working within a ticketing system.
  • Excellent communication and presentation skills.
  • Ability to multi-task, prioritize and manager time effectively.


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