CloudDesk Support Representative

Duties/Responsibilities:
Manage add-on orders and customer change requests and still make time for daily work responsibilities, ie: service cases, project status updates, closure activities
Coordinate and manage expectations with customers on add-on project deliverables.
Diagnose and troubleshoot technical issues, including System setup, network configuration to provide immediate support.
Ask customers targeted questions to quickly understand the root of the problem
Provide prompt and accurate feedback to customers
Refer to internal database or external resources to provide accurate solutions
Properly escalate unresolved issues to appropriate internal teams (e.g. technical support)
Track the reported issues through to resolution, within agreed time limits.
Ensure all communications are properly logged
Prioritize and manage several open issues at one time
Follow up with clients to ensure their system is fully functional after troubleshooting
Document technical knowledge in team confluence page