Position: Technical Customer Support Representative
Company: Helpware
Experience required: 1y
Category: Support
English level: upper
Published: 2022-12-01T00:00:00+02:00

In this position, you will create tickets from incoming calls and assign them accordingly or put them in the No-Tech queue, receive inquiries by email or update existing tickets from customer contacts using the same means - phone, email, SMS, view new applications and ensure that they are sorted

CVPS is a valet parking management application deployed at over 800 client locations in seven countries. First developed and deployed in 1996, the CVPS application single-handedly created the valet parking technology industry and has provided our clients with a demonstrated return on investment for over twenty years.
 The CVPS team has a history as a valet parking service provider, and not only offers a first-class product, but also intimately understands the valet parking business, and offers our clients a knowledge and experience base unrivaled in the industry.

**Responsibilities:**
Create tickets from incoming calls and assign them accordingly or queue them up in the No-Tech queue; new tickets should include answers to the prescribed probing questions. 
Take/get support tickets endorsed from the No-Tech queue, receive email tickets, or update the existing tickets from customer contacts using the same means - phone, email, SMS, or even endorsement from a fellow Tec, Senior Tech, or Client POC.
Update existing tickets assigned in their ticket bucket and get more tickets in case none of them can be resolved at a given time; these can be scheduled or not. 
Prioritize the resolution of support tickets based on the criteria set by the Client POCs.
Review the new tickets and make sure they are triaged/merged/canceled accordingly, particularly after being back from breaks.
Escalate the non-tech tickets accordingly, partner up with Sales/Project Management/Developer, etc., make sure to follow through in case their ownership is retained.  
 
**Qualifications:**
Experience with Zendesk or any similar ticketing platforms 
Experience with order processing accounts is preferred
Can multi-task as this person will manage emails and inbound calls 
Experience with the following tools or similar: MySQL, Log Me In, Team Viewer, WebEx Experience with troubleshooting POS servers and facilitating remote sessions 
Advanced troubleshooting skills with both hardware and software, networking
Good English communication skills both written and verbal
Preferably has experience with both Mac and Windows OS, iOS and Android Programming experience is a plus
 
**We offer:**
Remote work;
Schedule: 4:00 pm-1:00 am (Monday-Friday);
Competitive compensation linked to UAH/USD rate;
Medical and Life insurance after the trial period;
English classes with a native speaker;
Corporate training and parties.