Job description
Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.5/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
The Tier 3 (T3) is a Device & Services Customer Care (DSCC) department handling written escalations from Tier 2 Technical Support, focusing on quality data collection for support issues, performing failure analysis on the client products, analyzing device logs, and executing special projects provided by the client. The goal of this team is to provide a higher level of feedback and collaboration to the client to improve the support process for the client and customers.
- Must be located in or willing to travel to the site location in North Austin, TX 78729
Job Responsibilities: Tier 3 agents are responsible for understanding the root causes driving both technical and non-technical support questions from the clients customers and agents. Tier 3 agents should be able to think critically while creating clear and comprehensive written documentation for each support escalation. This quality program is responsible for understanding the root causes that drive both technical and non-technical support questions from the client customers. T3 agents should be able to think critically about a customer’s product and brand experience while gathering extensive details about the events and circumstances that led up to that experience. This data is shared with the PQ and other teams who rely on the information to improve the reliability and usability of our products and services. This facilitates a deeper understanding of the customer’s overall experience.
What you’ll need
-
Ability to use critical thinking and logic skills to isolate and resolve technical issues in a timely manner
-
Understanding of Windows, Mac OS, iOS, and Android environments
-
Capacity to locate and easily comprehend all Support articles
-
Customer service experience
-
Superior positioning skills
-
Excellent attention to detail
-
Demonstrated problem solving expertise
What you’ll do
-
Handle all client products and any newly released products and services
-
Handle cases originating from both telephone and email queues, addressing both hardware- and software-related issues
-
Maintain ownership of cases through internal resolution, providing feedback through Tier 2 for customer resolution
-
Multitask through different systems while troubleshooting
-
Proactively identify ways to avoid recurring issues by recommending new and updated processes and technical articles
-
Communicate coaching and feedback for Tier 2 via reporting and/or Tier 2 team meeting attendance
-
Analyze device logs for greater insight into support cases
-
Approve or deny reimbursement requests from Tier 2
-
Investigate, isolate, and methodically troubleshoot user support issues for any/all products, addressing hardware, software, services, and non-technical issues
-
Weekend shifts will be required
Background
-
High School Diploma or GED
-
Prior experience in a software or technology-based company
-
Previous experience handling high-level technical issues within a call center environment
-
Google Suite experience preferred, including Google sheets expertise
-
Flexibility to work weekend shifts
-
Ability to pass a drug screen and background check
We’re here to make a difference: we’re not just another call center; we’re changing the way support and client relationships are viewed for the future.
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
blackflymedia.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, blackflymedia.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, blackflymedia.com is the ideal place to find your next job.