Responsibilities
- Diagnose and troubleshoot technical issues, including heavy android application support
- Track calls to resolution, within agreed time limits
- Talk customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g. Tier 2, manager or other)
- Provide prompt and accurate feedback to customers and log cases in Salesforce
- Document technical knowledge in the form of Knowledge Base articles within Salesforce
- Maintain courteous and professional relationships with clients
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Update our internal databases with information about technical issues and useful discussions with customers
- Share feature requests and effective workarounds with team members
- Gather customer feedback and document using company tools
Benefits
- Medical, dental, and vision insurance
- Short-term and long-term disability insurances
- AD&D and life insurance
- 401k plan
- Paid vacation, sick leave and holidays
- Six weeks of paid parental leave
Additional Information
- Shift: Thursday - Monday, 12pm-9pm PDT
- This is a non-exempt role
- Job titles may span across more than one job level
- Candidates must be located in one of the following states: AL, AR, AZ, CA, CO, FL, GA, ID, IL, KY, MA, MD, MI, MN, MO, NC, NH, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, and WI
- Beware job scams: recruiters use @platformscience.com emails only; no interviews via text/message; no requests for sensitive info or unauthorized software downloads
