IT Support Representative (Tier 3)

Responsibilities

Our client is providing support not only to external customers but also to internal employees. Currently, they provide 24x5 Support with an eye to possibly go 24x7 in the future. Generally speaking, if you work with our client and you have an issue or question that cannot be resolved within your local team or circle of direct contacts, then you log a Support ticket. As you can imagine, the client receives a wide range of issues submitted to their team. The issues range from onboarding or offboarding employees, requests to fix or repair broken equipment, technical issues with the platform or the tools used, product enhancement requests, process questions, finance issues, configuration and reconfiguration requests for their customers, help with building reports, requests for contact information for existing or potential customers and much more.

In addition to internal queries, the client takes issues reported by the customers who are typically Pro...