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Tier 2 Tech Support Specialist - Virbela- (REMOTE)

Company: VirBELA
Location: Kennewick
Posted on: May 28, 2023

Job Description:

We are one of the first all-remote companies with team members utilizing our virtual office called Virbela Open Campus. This role is work-from-anywhere in the U.S., excluding U.S. territories. Who is Virbela? Virbela, a subsidiary of eXp Realty, was born from a desire to redefine and improve the future of remote work, social connectivity, and distance learning. By creating an inclusive, community-driven online space that promotes productivity, collaboration, and realistic interactions, we empower companies to grow and scale their businesses and ideas - faster, more efficiently, and more sustainably. - Why we are different: - We believe in people and the power of technology to make the world - both physical and virtual - a better place. People are at the heart of everything we aspire to achieve. Our state-of-the-art technology creates contextually relevant experiences that are accessible, affordable, and adaptable to changing needs and budget. We are doing big things. Come join us! - What You Will Do: - Represent Virbela by providing assistance to clients and end-users with the Virbela platform in a fast-paced, virtual environment. - World-class customer service/experience is required for every interaction with strong problem-solving skills, empathy, and urgency to every engagement. Schedule requires weekend availability, evening hours & on call availability. How You Will Make an Impact:

  • Be adaptive to anything at any time. Flexibility is key!
    • Independently investigate unfamiliar client issues using both traditional and nontraditional methodologies
      • Effectively navigate internal/external partnerships and relationships with other IT teams to determine root cause and provide timely solutions for client issues
        • Assist in developing acceptable workarounds and further drive change to provide permanent solutions to known issues
          • Handle several tasks of competing urgency, properly prioritizing them based on organizational goals
            • Deliver confident, calm and professional communication to all clients in every situation despite status or urgency
              • Utilize knowledge of networking structure and tools in order to troubleshoot complex enterprise environments
                • Able to navigate and understand multiple operating systems, networks and application log files -
                  • Tenaciously pursue understanding Virbela architecture, features, changes, and challenges
                    • Identify trends and proactively communicate underlying problems and possible solutions to management
                      • Catalog and maintain self-help documents and knowledge base content so clients/staff can fix problems themselves
                        • Accurately process and record all troubleshooting attempts made when working with customers, especially when troubleshooting a critical event
                          • Mentor Tier 1 team member growth and endorse knowledge transfer on applicable content How You Will Grab Our Attention:
                            • BA/AA degree in computer science or related field strongly preferred
                              • High School Diploma/GED required
                                • A+/Net+ certifications a plus
                                  • 3+ years in a high-volume, technical support role with a focus on delivering a world-class customer experience
                                    • Customer Service roles that require formal communication - with - key users and large clients. Proper etiquette via engagement with end users in cloud-based environments and over voice
                                      • Familiarity and comfortability with de-escalating customers
                                        • Fundamental understanding of networking concepts and configurations
                                          • Familiarity navigating interdepartmental support pathways and escalation procedures
                                            • Competency with Mac OSX and Windows 10
                                              • SAAS industry experience is a plus
                                                • Ability to speak and write clearly and accurately in English (fluency in French a plus).
                                                  • Demonstrated proficiency in typing and grammar
                                                    • Knowledge of relevant software computer applications and equipment
                                                      • Knowledge of customer experience principles and practices
                                                        • Active listening, note-taking, and problem-solving skills
                                                          • Excellence working remotely with no direct in-person supervision What Virbela Provides Virbela is pleased to offer its staff a full and competitive benefits package. - Highlights include: -
                                                            • -Full employer paid Medical, Dental, Vision, and Life Insurance with buy up options
                                                              • 401(k) with company mat---ch
                                                                • Stock Options
                                                                  • Generous paid time off policy
                                                                    • Company Discounts Virbela is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity, religion, sex, national origin, age, veteran disability or genetic information or any other reason prohibited by law in employment. Equal Employment Opportunity(EEO) is the law.

Keywords: VirBELA, Kennewick , Tier 2 Tech Support Specialist - Virbela- (REMOTE), Other , Kennewick, Washington

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