L1 Technical Consultant, IgniteTech (Remote) - $30,000/year USD

Job ID: 4265

Description

Are you excited to master new products and solve challenging customer problems?

Our Support and Services team operates quickly with a heavy focus on coaching and personal development. The priority for us is high-quality work, and the drive for continuous improvement in our teams makes us a unique opportunity.

At IgniteTech, we are reinventing the enterprise software industry. Our “Netflix for Enterprise Software” model is changing the game for how enterprises buy software, and a key element of our growth strategy is to drive great customer experiences across our broad and growing library of solutions.

What you will be doing

  • Mapping requirements and delivering customer requests.
  • Using voice and written communications to ask insightful questions that get to the root cause of the customer’s problem.
  • Generating solutions using your deep product knowledge and our rich knowledge bases. 
  • Learning, improving your ability to support the products you know and expanding the breadth of products you can support.

What you will NOT be doing

  • Getting bored answering simple questions for the same product each day.
  • Working on easy and simple tickets such as resetting passwords.
  • Specializing in one single product or technology stack.
  • Working alone and avoiding live customer interaction.

Key Responsibilities

  • Take ownership of customer requests and support incidents and use all available resources and knowledge to resolve them.
  • Consistently improve the quality of your work by internalizing the feedback and coaching you receive from regular reviews of your completed tickets.

Candidate Requirements

  • Ability to communicate confidently with tech-savvy customers using perfect written and spoken English.
  • Familiarity with a range of enterprise software solutions and ability to comfortably hold conversations with IT professionals and technical customers.
  • Experience troubleshooting and solving technical problems.
  • Customer advocacy, empathy and keen attention to detail.


Nice to have

  • Experience in a technical support role covering enterprise software products.
  • An education focused on Computer Science, MIS or similar technical disciplines.
  • Development experience in multiple development languages.
Apply Now
More about this role
Benjiro Nelson
Interview
Play Video
VP of Customer Support, Trilogy
Benjiro Nelson

Benjiro Nelson is responsible for making sure that Trilogy’s Customer Support Managers are correctly identifying problems and providing great advice to agents so they can...

Read More
Teague James
Interview
Play Video
Product Knowledge Curator, Trilogy
Teague James

Teague James was recruited by Crossover to become a Product Knowledge Curator at Trilogy – which is really a fancy way of saying he can...

Read More
Ivina Acuña
Interview
Play Video
VP of Customer Support
Ivina Acuña

When Ivina got a job as a Level 2 support agent through Crossover, she never expected to get promoted twice in five years – and...

Read More
Edgar Mondragon Tienda
Interview
Play Video
L1 Customer Support Agent
Edgar Mondragon Tienda

When Edgar and his wife decided to have a baby, they realized the best way to do it would be to leave Mexico City and...

Read More