Job Title: Support Team Assistant

Location: Remote - Must work 8 am-5 pm EST hours

Duration: Through 12/31/23 Potential to extend or convert to FTE but not guaranteed (depends on budget, headcount, performance, etc.)

Interview Process: 1 round via Zoom

PR Range: $17/hr - $19/hr

Day-to-Day Responsibilities of this Position and Description of Project:

Cases come into cue - This person assigns cases manually to Support Analysts

There is automation in place but they most likely won't rely on this automation process heavily anytime soon

Job Description:

We are looking for an individual to help with the administrative side of overseeing the support of customers encountering problems using the company's products primarily through our case management system Salesforce. Ensuring that the support team has the assistance to manage the day-to-day administrative tasks.

Responsibilities:

Assign incoming cases to Support teams, ensuring the resources assigned have the correct skill set and bandwidth to resolve the issue based on case depth and severity.

Look for trends or higher-priority issues that are being logged into the Support queue by product area

Assist the Support Team with dashboard maintenance and customer follow-ups

Run reporting on incoming volumes, clarifying statement usage and other management requests

Work with Engineering teams to help drive down the JIRA backlog

Required Skills / Experience:

Proven admin or assistant experience

2-3 years of ideal relevant work

Excellent time management skills and ability to multitask and prioritize work

Attention to detail and problem-solving skills

Proven ability to engage across corporate functions (Services, Product Management, Development, QA, Operations)

Excellent written and verbal communication skills

Strong organizational and planning skills

Proficient in MS Office