Clubessential Holdings

Support Engineer

• Respond to customer-related phone calls, voicemail, chats, emails, and web-based inquiries in a timely fashion
• Provide first-touch resolution within assigned disciplines whenever possible
• Gather the minimum data set needed to prioritize and troubleshoot cases
• Perform initial analysis and fully document steps taken
• Communicate issue status to customers regarding progress and resolution
• Assist teammates when possible
• Escalate issues to next-level support or management as needed
• Utilize Vermont Systems resources
• Work late shifts as scheduled
• Adhere to established Service Level Agreements (SLAs)

Application Support Technician – Technical Support