Technical Resolution Expert
Há 1 mês
Jolera Inc. is a leading provider of next-generation managed services, empowering IT solution providers to deliver world-class experiences for their clients.
Our team has over 20 years of experience servicing businesses worldwide, helping hundreds of MSPs and solution providers transform their operations.
Job Title: Technical Resolution Expert$60,000 - $80,000 per year
This is an in-office position, requiring daily presence at our Porto location.
Job Description:The Technical Resolution Expert represents the front line of Jolera Inc., delivering best-in-class resolutions for our customers and their employees/members.
You will demonstrate confident and appropriate communication skills both verbally and electronically, prioritizing tasks to ensure all customers receive a consistent level of assistance and customer service.
- Process service tickets and assign them to appropriate service resources, as necessary.
- Maintain service ticket ownership throughout the life of the support incident.
- Educate end-users on technical matters and provide advice and guidance as needed.
- Verify and diagnose servers, network hardware, and other infrastructure issues with the help of escalation staff.
- Document in detail the activities carried out as well as the technical information collected.
- Identify and escalate production-critical issues to the appropriate groups.
To be successful in this role, you will need:
- 1-3 years experience in a technical support role.
- Relevant Degree/Diploma or equivalent.
- Proven problem-solving and analytical skills.
- Excellent attention to detail.
- Strong ability to work within a team environment.
- Ability to make sound judgment calls and escalate to senior resources when needed.
- Able to lead conversations of a technical nature with end-users who may not have any technical expertise.
We offer a competitive compensation package, including a salary range of $60,000 - $80,000 per year, benefits, company perks, and career development opportunities.
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