Cloud Service Technician

Rightworks LLC; Nashua (NH); Remote; USD 24,000 - 35,000; Full time

Benefits offered by this job

Disability insurance

Life insurance

401K match

Medical coverage

Dental coverage

Vision coverage

PTO and holidays

Volunteer time off

Job summary

Rightworks LLC is a remote-based Cloud Service Technician (CST) role offering frontline support to customers. The CST will handle tickets via portal or email, perform Tier 1 troubleshooting, and maintain a customer-first approach while collaborating with the service team to improve knowledge bases.

The role requires intermediate understanding of our technologies, strong communication skills, and the ability to meet performance metrics. Compensation is hourly at $21.43 with comprehensive benefits.

Qualifications

• Passion for delivering outstanding customer service.
• Clear, confident, friendly, and professional communication.
• Proficiency in computer usage, internet, and MS Office.
• Intermediate networking knowledge (Ping, DNS, IP, etc.).
• Intermediate application support experience.
• Intermediate troubleshooting fundamentals.
• Understanding of cloud concepts.
• Understanding of virtualization.
• Understanding of how technology interacts.

Responsibilities

• Meet all assigned metric goals for the role.
• Maintain an active presence in the assigned queue(s) throughout the day.
• Update and manage team service tickets based on internal policies.
• Provide a customer-first experience via phones and email.
• Collaborate across departments to resolve tickets.
• Perform Tier 1 troubleshooting on live calls and create detailed tickets.
• Resolve basic and intermediate customer requests using KBs and processes.
• Edit, update, and contribute new KB articles to share knowledge.
• Follow directions from more senior Techs and Supervisors.
• Be an active participant in team discussions and mentor CST personnel as needed.
• Overnight or weekend shifts as assigned.
• Handle other tasks as needed (App Availability, Driver’s Ed).

Skills

Customer service

Communication

MS Office

Networking basics

App support

Troubleshooting

Cloud concepts

Virtualization

Job description

Rightworks offers the onlyintelligent cloud purpose-built for accounting firmsand professionals. Backed by award-winning support, ourfullymanaged IT and applicationsensure customers have secure, reliable, on-demand access to their technology. We provide acurated software ecosystemthatsimplifies the complexity of running an accounting firm or small business, supportedby acommunityof thought leaders, peer networks, and educational resources. Oursuccess is made possible by leveraging decades of specialized experience in leadingaccounting firms, SMBs and technology companies. Thousands of Firms and SMBs count on us to run their business every day.

We have a great team, we’re growing fast and have a winning culture based on innovation, teamwork, and mutual respect.

Job Overview

In this role, it is expected that the Cloud Service Technician (CST) will provide frontline support to our customers by active participation in an assigned queue, as well as working service tickets that come in via the portal or email or as assigned by a CS Supervisor. This role requires an intermediate understanding of our technologies and how to properly support the customer base.

This is a remote based position.

Responsibilities

Daily

• Responsible for meeting all assigned metric goals for the role
• Act as frontline support by maintaining an active presence in the assigned queue(s) throughout the day
• Update and Manage team service tickets based on internal policies.
• Provide a Customer-First experience while utilizing phones and email to manage customer issues.
• Work cohesively within the service team and across departments to provide a customer-first approach to ticket resolution.
• Perform Tier 1 troubleshooting on live calls and create tickets with complete problem descriptions and customer details.
• Resolve basic customer requests using detailed processes and KBs
• Resolve intermediate customer requests using detailed processes, KBs, and troubleshooting skills.
• Crisis Management – Identify advanced and high-priority issues, and elevate to the next level using proper processes.
• Edit, update, and contribute new articles to the KB to facilitate the sharing of knowledge.
• Update tickets with Type, Subtype, and Item to facilitate proper tracking of work.
• Be able to listen to, accept, and follow directions from more senior Techs and Supervisors.

Weekly/Monthly

• Be an active participant in team discussions and provide mentoring to CST personnel as needed.
• Edit, update, and contribute new articles to the KB to facilitate sharing of knowledge.
• Perform other tasks and duties as needed (App Availability, Driver’s Ed)
• Overnight or weekend shifts as assigned.

In addition to the tasks listed above, you will be responsible for other tasks or roles as needed.

Required Knowledge and Skills

• Passion for delivering outstanding customer service.
• Ability to communicate clearly, confidently, friendly, and professionally with our customers.
• Proficiency in computer usage, internet, and Microsoft Office suite of applications.
• Intermediate Networking (Ping, Trace Route, Gateway, DNS, Subnet, IP Address, MAC Address)
• Intermediate Application Support
• Intermediate Troubleshooting Fundamentals
• Intermediate understanding of what the Cloud is
• Intermediate understanding of what Virtualization is
• Intermediate understanding of how technology interacts

Compensation

The hourly compensation for this role is $21.43/hour.

Benefits

To provide best-in-class solutions, we need a best-in-class team. We offer competitive salaries to recruit the best talent. We provide company-paid short and long-term disability insurance, life insurance and a generous 401K match. We offer highly affordable medical, dental, vision coverage, and many other valuable benefits. We offer a generous PTO bank, and numerous paid holidays, affording you the time to be there for what is important in your life. We encourage giving back to our communities by providing volunteer paid time off. We are proud to be an Equal Opportunity Employer!

This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the employer.