IT Support Analyst IV managing technology interruptions and support for North American Contact Center. Collaborating with technology partners and providing clear communication on issues and resolutions.
About the role
- Support Engineer assisting customers with technical inquiries and optimizing web performance on client websites. Working remotely to improve user experience through effective problem-solving and documentation.
Responsibilities
- Assist customers with technical customer service questions and requests by email
- Optimize HTML, CSS, JS and Liquid to improve website loading times
- Fix HTML, CSS, JS and Liquid bugs on client websites
- Resolve merge errors using Git and Bash
- Document issues and their solutions
Requirements
- Excellent written language proficiency in English
- Excellent communication skills in written English
- Ability to communicate correctly and clearly with all customers
- Excellent documentation skills
- Good comprehension skills – ability to clearly understand and state the issues customers present
- Good composition skills – ability to compose a grammatically correct, concise, and accurate written response
- Expertise in HTML, CSS, and client-side JavaScript
- Liquid experience is a plus
- Ability to quickly diagnose and resolve functionality and styling issues in front-end code
- Proficiency with Git and Bash command line
- Knowledge of web performance techniques like caching, lazy loading, pre-fetching is a plus
- Excellent customer service skills
- Ability to empathize with and prioritize customer needs
- Demonstrates interpersonal skills with a diverse customer base
- Demonstrates conflict resolution, negotiation, and de-escalation skills
- Demonstrates ownership to resolve challenging customer issues, escalating when necessary
- Ability to determine customer needs and provide appropriate solutions
- Maintain regular and reliable attendance, including the daily schedule as assigned
- Effective problem-solving skills including decision-making, time management and immediate prioritization of tasks as assigned
- Ability to approach problems logically and rationally
- Action oriented and self-disciplined
- Organized and detail-oriented
- Ability to quickly and effectively prioritize work time in various departments to meet business need
- Ability to maintain composure in highly escalated situations
Benefits
- 15 days of vacation per year
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