Job Description

Job Title: Business Support Specialist

Location: San Francisco/ Remote

Duration: 12+ Months

Rate: $34/hr

Duties:

• Maintain a high proficiency of all processes and product updates
• Maintain an internal knowledge base
• Remain up to date on key workflow changes, operational guidelines, and policy updates
• Investigate, troubleshoot, recreate, triage, technical issues
• Follow internal escalation paths across multiples tiers of scaled support
• Ability to troubleshoot issues without existing documentation or workflows
• Meet or exceed daily performance metrics related to key performance indicators, e.g. SLA, Response Time, CSAT, etc
• Ability to research past tickets and document new approvers/workflows as they change
• Ability to document worked cases for future reference and share the information with teammates
• Knowledge working in the live queue/ oncall experience

Skills: MINIMUM QUALIFICATIONS

• Customer-oriented mindset with demonstrated understanding and empathy
• 3+ years of experience in technical support, or similar support role
• Experience troubleshooting cases with minimal support or documentation available
• Creative problem solver with excellent troubleshooting skills
• Excellent communicator with the ability to clearly explain technical steps to a non-tech savvy audience
• Great English written skills
• Demonstrated ability to multitask and prioritize in a fast-paced environment
• Comfortable with processes and repetition
• High attention to detail, with an ability to execute standard workflows while also adapting appropriately to business and process changes when necessary

Company Description

Hiring for a client based in SoCal.