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Tier 1 Support Specialist

Company: OS33
Location: Iselin
Posted on: November 11, 2019

Job Description:

Tier 1 Support Specialist
About OS33
OS33 is an established, rapid growth SaaS company headquartered in New York City. Workplace by OS33 is the market leading platform for Independent RIAs, Broker-Dealers and Insurance Companies, who leverage independent reps. We provide flexibility and freedom for independent reps and advisors, while delivering the cybersecurity and compliance needs of the financial institutions they represent.
At workplace, we believe in freedom without compromise. This applies to us as much as it does to our customers. We are ambitious, entrepreneurial, and our team is expanding as our solutions gain market adoption. If you thrive working in fun, fast paced, high-energy tech environments - please give us a ring, we're hiring outstanding people who are driven to succeed.Your role and impact
As a Support Specialist you will be the first point of contact for workplace_ clients and internal users. You keep an active watch on the ticketing and phone systems. You help to coordinate solutions by involving appropriate support teams or internal resources and leveraging their management when appropriate. Being an operational and process-based person, you always look for situations where end user experience could be improved and offer suggestions to team supervisors on how to do so.
Your responsibilities

  • Actively watch the ticketing queue monitor
  • Provide Tier 1 support for client and internal end-users
  • Handle high volume incoming calls and system alerts; monitor and triage incoming requests via ticket queues
  • Assist users by providing technical phone support with call logging via ticketing system
  • Leverage internal teams to provide next level support
  • Identify potential larger issues in real-time
  • Keep support management updated on trending issues
  • Look for potential situations in which an improvement in process efficiency is possible
    • Degree/Certification or equivalent practical experience
    • 1+ years of experience working in a Support/Service/Help Desk/Call Center Role
    • Excellent analytical, organizational, interpersonal and teamwork skills
    • Ability to adjust quickly to changing priorities and make quick decisions with available information
    • Strong customer service, prioritization, multitasking, communication and leadership skills
    • Onsite IT support experience
    • Ability to troubleshoot and think outside the box when needed
    • Knowledge of LAN/WAN and mobile computing environments
    • Knowledge of cloud computing and Citrix environments
      OS33 is an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive working environment.

Keywords: OS33, New York , Tier 1 Support Specialist, Other , Iselin, New York

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