Full-Time Support Specialist

Virtasant is a leading cloud consulting services provider. We focus on lift & shift, cloud-native development, cloud cost optimization, and migration services.

As a consulting company, we often face the challenge of creating an engineering team quickly. To address this, we've created a secondary support business with a talent network and staffing services.

We are seeking an experienced Support Specialist to join our team.

As a Support Specialist, you will be crucial to our operations, ensuring our customers receive the highest level of support.

Key Responsibilities:

• Triage: Quickly categorize incoming customer issues to the appropriate teams or individuals.
• Customer Support: Provide excellent support to our customers, answering queries, addressing concerns, and offering timely and empathetic solutions.
• JIRA Proforma (preferred): Utilize JIRA to track and manage customer support issues, ensuring tickets are created correctly and populated with necessary information.
• Documentation: Write, edit, and maintain internal and external knowledge base articles.
• Process Optimization: Regularly review and refine support processes, suggesting improvements for enhanced efficiency and customer experience.
• Level 2 (L2) Support: Handle more complex, escalated issues Level 1 support cannot resolve. This may involve in-depth troubleshooting, liaison with other teams, and effective communication of solutions to customers.
• Feedback Loop: Collaborate with product and engineering teams to relay customer feedback and insights to improve products and services.
• Continuous Learning: Stay updated on product updates, new features, and industry best practices to provide accurate support.
• Reporting: Generate and present regular reports on customer support metrics and trends to management.

Requirements:

• Minimum 4 years of experience in customer support or technical support.
• Proficiency in using JIRA or similar ticketing systems (preferred).
• Exceptional written and verbal communication skills.
• Ability to handle stressful situations with grace.
• Strong analytical and problem-solving skills.
• Familiarity with creating and maintaining documentation.
• Ability to work independently and as part of a team.
• Availability to work 8 to 5 Pacific Standard Time (Mandatory)

Nice to Have:

• Previous experience in remote roles.
• Building JIRA workflows and creating proforma forms
• Previous experience with infrastructure provisioning systems

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