Code Ninjas is one of the fastest growing coding education franchises in the nation. Code Ninjas is seeking a Ticket Support Specialist to work with our support team to troubleshoot the daily infrastructure and hardware needs of our franchisees. This role requires a reliable self-starter with exceptional troubleshooting skills. As a Ticket Support Specialist, you will see tasks through to completion with minimal guidance, take initiative to provide status updates to senior management and clients as necessary. Qualified applicants should possess superior communication skills, enjoy working in challenging fasted paced environment, be highly task oriented.
Experience:
· Minimum 1 year of experience specializing in Technical & Helpdesk Support.
· Experience working with tickets on a support ticketing system. Zendesk preferred.
· Experience using a knowledge base or other resources to search and implement solutions when troubleshooting.
· Respond to Zendesk tickets, calls and chats from end users. Gather the information required by the Tech Team to diagnose and troubleshoot technical issues. Be able to recreate bugs as demonstrated by the end user. Build relationships and liase with our core support team to resolve issues for fast turnaround.
· Prioritize issues appropriately based on a number of defined variables.
· Learn our products and create content to help deflect the most common issues and provide an amazing end user self-service experience.
· Liaison with key areas within Code Ninjas and vendors to provide transparency into critical issues and ensure resolution.
· Contribute process improvement ideas on the end-to-end process based on your previous work experience and knowledge of Zendesk and best practices.
Our dedicated, professional, family-oriented team is highly skilled with a diverse, widespread depth of knowledge in the franchise support field. Code Ninjas facilitates teamwork, communication, and encourages employees to share their specified expertise and ideas for the betterment of our franchisees and our organization. We seek passionate individuals who share a common focus and commitment to our customer base. Continuous learners who are interested in a career in a fast-paced, progressive, challenging environment should apply.
Soft skills:
Acceptance of ownership
Verbal and written communication
Multi-tasking
Patience and understanding
Empathy
Ability to work under pressure and to tight deadlines
Customer service
Critical thinking
Interpersonal skills
Ability to diagnose and solve application issues
Previous experience as an application support analyst or a similar role
Ability to learn new proprietary software
Ability to explain technical things to non-technical people
Managing ticketed query system and ensuring comprehensive database of queries and resolutions is kept up to date
Maintaining and updating technical documents and procedures
Identifying and resolving technical issues
Benefits: Medical, dental, vision401k with matchUnlimited PTOFlexible schedule: 3 days on site and 2 days remote, with possible 100% remote in the near future