Enterprise Support & Solutions Admin II

BetterCloud; Dallas (TX); On-site; USD 50,000 - 70,000; Full time

Job summary

BetterCloud is seeking an Enterprise Support & Solutions Administrator II to enhance user satisfaction and resolve technical issues. This role involves supporting users of ACV’s platforms and systems while working closely with IT support services.

The ideal candidate will have experience in technical support, outstanding customer service skills, and the ability to work in a fast-paced environment. They will monitor Helpdesk tickets, provide first-level support, and ensure operational consistency.

Qualifications

• High School or GED required.
• 2-3 years of industry experience in a fast-paced environment.
• Experience supporting remote users via phone, email, chat, and text.

Responsibilities

• Monitor incoming Helpdesk tickets and categorize incidents.
• Provide technical support for ACV’s platforms and systems.
• Gather information to identify nature of incidents.

Skills

Customer service skills

Technical support

Windows operating system

Mac operating system

G-Suite familiarity

ITIL standards

Education

High School or GED

Tools

Zendesk

Jira

Slack

Job description

Who we are looking for

The Enterprise Support & Solutions Administrator II supports the organization by triaging, escalating and resolving incidents and technical requests involving our internal platform, systems, and technology tools. This position plays a crucial role in ensuring user satisfaction, resolving technical issues, and contributing to the overall success of our IT support services. The Enterprise Support & Solutions Administrator II will be part of a team serving as a liaison between our internal users and the Business, Product & Engineering and Information Technology organizations.

What you will do

• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Monitor incoming Helpdesk tickets and accurately categorize and prioritize incidents.
• Provide first level, basic to intermediate technical support to users of ACV’s platforms, systems and associated technology tools; responding to support queries either in-person or remotely via phone, text message, email, chat and other remote support tools.
• Gather information to identify and assess the nature of incidents and problems.
• Record incidents in support ticketing system to maintain a log for escalation to other teams.
• Escalate complex issues to higher-level technical resources as needed.
• Develop and maintain documentation to facilitate self-service problem solving and process improvement.
• Utilize procedures and standards to ensure operational consistency on a nationwide basis and update documentation as required.
• Stay current with industry trends and emerging technologies to provide informed technical support.
• Perform additional duties as assigned.

What you will need

• High School or GED - required.
• 2 - 3 year(s) Industry experience in a fast-paced, high-energy environment.
• Ability to read, write, speak and understand English.
• Experience supporting remote users over phone, email, chat and text.
• Experience supporting enterprise systems and applications with a 24/7 user base.
• Experience using and troubleshooting both Windows and Mac operating systems.
• Experience supporting mobile iOS devices, like iPhones and iPads.
• Demonstrated customer service skills, including the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious.
• Ability to take ownership of user interactions and be proactive when dealing with user issues.
• Ability and desire to learn new technologies and skills.
• Ability to deal tactfully with persons in authority, co-workers, and members of the public.
• Familiarity with tools such as G-Suite, Okta, Slack, Zoom, Zendesk, PagerDuty, Jira, Mixpanel, or Instabug is a plus.
• Familiarity with ITIL standards and IT Security compliance standards and practices is a plus.