About Company
At Delaplex, we believe true organizational distinction comes from exceptional products and services. Founded in 2008 by a team of like-minded business enthusiasts, we have grown into a trusted name in technology consulting and supply chain solutions. Our reputation is built on trust, innovation, and the dedication of our people who go the extra mile for our clients. Guided by our core values, we don't just deliver solutions, we create meaningful impact.
Responsibilities
- Work with customer administrators, team members and development engineers to resolve technical issues escalated from customers and other members.
- Be able to support technical issues across iOS, Android OS, and Windows systems.
- Provide feedback and recommendations to Engineering regarding trends and solutions to common classes of problems.
- Work with customers at all levels of the organization to provide world class customer satisfaction.
- Manage issues in both Zendesk or other ticketing tools and Jira to final resolution.
- Frontline end user basic support (i.e., onboarding & login issues)
- Answer common functional questions, basic application & technical troubleshooting of both desktop and mobile application issues under Service Level management
- Validate whether or not someone requesting support is authorized to contact support.
- Know SLAs to respond on time. Understand the difference between S1-S4 issues to change the severity as appropriate. Use personal organization so that SLAS are not missed.
- Communicate effectively and understand the issue well enough so the next tier understands what is needed (the ask). Accurately provide an estimate of when the customer will receive a follow-up response Troubleshooting
- Understanding of the customer's problem but be able to push back such as explaining when more details are needed. Accurately reflect to the customer what the customer believes is the issue/problem/request
- Collect screenshots so the details can be communicated effectively
- Identify when a customer has data coming in or going out with feed. Navigate, locate tickets and use Zendesk at the staff level.
- Use Zendesk effectively so that tickets are easy to refer back to and customers are up to date on their status and know how to reply to tickets in Zendesk
- Obtain and maintain core product expertise for end users and configuration
- Grow product knowledge through regular release training. Need to know all available configuration options so that they can recommend a configuration.
Skills: product knowledge,windows systems,problem-solving,zendesk,android os,customer,application,technical troubleshooting,ios,jira,customer support,communication,customer satisfaction,data,troubleshooting
