We are seeking an on-demand freelancer to join our team as a Service Desk Operator. The ideal candidate will play a crucial role in managing our service desk, acting as a triage for incoming support requests and ensuring efficient resolution of Tier 1 issues. This position will primarily operate between 8 a.m. and 6 p.m. Pacific Time, 7 days a week. On average, we would anticipate around 3-4 hours on-demand support per week.
Responsibilities:
Triage and Categorization:
* Evaluate incoming support requests and categorize them as Tier 1, Tier 2, or Tier 3 incidents. * Tier 1 issues include "How to" questions related to the Operator Software. * Tier 2 issues involve problems that require non-urgent technical support, such as bugs for which there is a reasonable work-around. * Tier 3 issues involve critical problems, such as complete unresponsiveness of the Operator Software or Mobile App.
Escalation Process:
* Initiate an escalation process for Tier 3 issues, forwarding them to our On-Call Software Development Team based in the United Kingdom. Communication: * Utilize communication tools, including HubSpot and Slack, to efficiently address support requests and collaborate with the broader team.
Training and Onboarding:
* Participate in training sessions to become proficient in the use of the Operator Software and mobile app. * Stay updated on software updates and changes to ensure accurate support.
Knowledge Base Management:
* Maintain and enhance a Knowledge Base that evolves with the emergence of Tier 1 issues. * Provide insights for improving documentation and support processes.
Qualifications:
* Previous experience in a service desk or technical support role. * Familiarity with HubSpot and Slack. * Excellent communication and problem-solving skills. * Ability to work independently and collaborate with remote teams.
As the role will require flexibility to work on an on-demand basis, 7 days a week, we may consider two applicants for this role to ensure those 7 days are covered in a balanced and reasonable manner
About Us:
n-gage.io is a SaaS software business providing licensed mobile app solutions and attraction management software to the global attraction, leisure and tourism industry. The operator application effortlessly handles the onboarding and day-to-day management of the highly customisable visitor app solution and equips marketing, operations, guest services and commercial teams with powerful tools and insights to delight guests, unlock new revenue streams and streamline operations.
Just some of the benefits of n-gage.io include: - Pay monthly, digital solution - No technical skills required - Quick to deploy with minimal resources - Increased revenue potential - Innovative features for the attraction industry - Feature rich, highly customisable mobile app - Engaging experiences using beacons and in-app triggers - Inbuilt marketing and audience insights
