Cloud Service Technician

Rightworks; United States; Remote; USD 25,000 - 39,000; Full time

Benefits offered by this job

Disability insurance

Life insurance

401K match

Medical coverage

Dental coverage

Vision coverage

PTO (paid time off)

Holidays

Volunteer PTO

Job summary

Rightworks is hiring for a responsive customer support role in the United States. You will serve as frontline support, resolve routine customer issues using documented processes and knowledge bases, and perform Tier 1 troubleshooting on live calls.

You will also edit knowledge articles and may work overnight or during weekends as needed. Ideal candidates are passionate about customer service, communicate clearly and professionally, and have solid computer skills with familiarity in networking

Qualifications

• Passion for outstanding customer service.
• Clear, friendly, professional communication with customers.
• Proficiency with computers, internet and Microsoft Office.
• Intermediate networking knowledge (ping, trace route, DNS, subnet, IP).
• Intermediate application support and troubleshooting fundamentals.
• Intermediate understanding of cloud and virtualization.

Responsibilities

• Act as frontline support in an assigned queue throughout the day.
• Resolve basic and intermediate customer requests using processes and KBs.
• Perform Tier 1 troubleshooting on live calls and create complete tickets.
• Escalate advanced and high-priority issues using proper processes.
• Edit and contribute knowledge base articles.
• Overnight or weekend shifts as assigned.

Skills

Customer service

Clear communication

Microsoft Office

Proficiency with computers

Networking basics

Cloud & virtualization basics

Job description

Responsibilities

• Act as frontline support in an assigned queue throughout the day
• Resolve basic and intermediate customer requests using processes and KBs
• Perform Tier 1 troubleshooting on live calls and create complete tickets
• Escalate advanced and high-priority issues using proper processes
• Edit and contribute knowledge base articles
• Overnight or weekend shifts as assigned

Requirements

• Passion for outstanding customer service
• Clear, friendly, professional communication with customers
• Proficiency with computers, internet and Microsoft Office
• Intermediate networking knowledge (ping, trace route, DNS, subnet, IP)
• Intermediate application support and troubleshooting fundamentals
• Intermediate understanding of cloud and virtualization

Benefits

• Company-paid short and long-term disability and life insurance
• 401K match and medical, dental, vision coverage
• Generous PTO, paid holidays and volunteer paid time off

About the Company

Rightworks offers an intelligent cloud purpose-built for accounting firms and professionals, with fully managed IT and applications.