Jr. Support Technician
About The Position
This position provides essential services through two main responsibilities: reviewing transactions and annotating data. Some other duties can involve fielding support requests or helping prepare for deployments. Provides technical problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. The role provides additional context, coordination, and follow-through to ensure work is accurately completed and aligned to business needs. It also supports collaboration, documentation, and process consistency across Technical Support. This position is not eligible for any form of sponsorship now or in the future. Individuals requiring sponsorship (e.g. OPT or H1B visa status) should not apply. Only individuals authorized to work in the United States now and for the foreseeable future will be considered for this position. This position is 100% onsite at the Santa Ana, CA office working Monday-Friday 5:30 AM - 2:00 PM.
Requirements
- 1+ years relevant experience
- Application Log Review (Foundational proficiency)
- Bug Reproduction Steps Documentation (Foundational proficiency)
Nice To Haves
- Certifications such as Cisco Certified Network Associate (CCNA), CompTIA A+ or others is a plus
- Knowledge of product version troubleshooting and Knowledge Base Article creation is helpful
Responsibilities
- Delivers service and support to end-users using and operates automated call distribution phone software.
- Interacts with customers to provide and process information in response to inquiries, concerns, and requests about products.
- Gathers customer’s information and determines the issue by evaluating and analyzing the symptoms.
- Diagnoses and resolves technical issues.
- Researches required information using available resources.
- Follows standard processes and procedures.
- Redirects problems to appropriate resource.
- Offers alternative solutions, where appropriate, with the objective of retaining customers’ business.
- Follows-up and makes scheduled call backs to customers, where necessary.
- Stays current with system information, changes, and updates.
Benefits
- Medical, dental, vision, and life insurance plans with coverage starting on day one of employment
- 6 free sessions each year with a licensed therapist to support your emotional wellbeing.
- 18 paid time off (PTO) days annually for full-time employees (accrual prorated based on employment start date)
- 6 company holidays per year.
- 6% company contribution to a 401(k) Retirement Savings Plan each pay period, no employee contribution required.
- Employee discounts
- tuition reimbursement
- student loan refinancing
- free access to financial counseling, education, and tools.
- Maternity support programs
- nursing benefits
- up to 14 weeks paid leave for birth parents
- up to 4 weeks paid leave for non-birth parents.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
