Cloud Service Technician

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver exceptional frontline customer support through designated queues.

• Address service tickets received via portal, email, or supervisor assignment.

• Achieve established metric goals.

• Maintain a proactive presence in assigned queues.

• Update and manage service tickets in accordance with internal policies.

• Resolve customer inquiries via phone and email.

• Conduct Tier 1 troubleshooting during live calls.

• Create tickets with comprehensive problem descriptions and customer information.

• Address basic and intermediate customer requests utilizing processes, knowledge bases, and troubleshooting skills.

• Identify and escalate complex and high-priority issues.

• Edit, update, and contribute to knowledge-base articles.

• Update tickets with Type, Subtype, and Item for tracking work progress.

• Engage in team discussions and mentor CST personnel as necessary.

• Undertake additional tasks such as App Availability and Driver’s Ed.

• Follow instructions from senior technicians and supervisors.

⛳️ Requirements

• Strong commitment to providing exceptional customer service.

• Ability to communicate clearly, confidently, and professionally with customers in a friendly manner.

• Proficiency in computer operations, internet usage, and the Microsoft Office suite of applications.

• Intermediate knowledge of networking concepts: Ping, Trace Route, Gateway, DNS, Subnet, IP Address, and MAC Address.

• Intermediate understanding of application support.

• Intermediate troubleshooting skills.

• Intermediate comprehension of cloud computing.

• Intermediate knowledge of virtualization.

• Intermediate understanding of technology interactions.

• Availability to work overnight or weekend shifts as required.

🏝️ Benefits

• Company-sponsored short- and long-term disability insurance.

• Company-sponsored life insurance.

• Generous 401K matching program.

• Accessible medical coverage.

• Dental insurance.

• Vision insurance.

• Generous paid time off (PTO) bank.

• Multiple paid holidays.

• Volunteer paid time off.

• Equal Opportunity Employer.