Embed

IT Support

• Serve as the first point of contact for customers and quickly develop relationships and rapport
• Provide timely, consistent, and best-in-class customer support via telephone, email, chat, and future channels
• Adhere to departmental procedures and handle customer incidents and requests consistently
• Work with customers, Support team members, and other departments to solve technical and non-technical problems
• Consult with Support team members to implement workarounds and deliver timely, consistent, technically sound support
• Investigate, replicate, validate, and troubleshoot customer incidents
• Create, update, escalate, and document tickets according to ticket logging policies and procedures
• Conduct initial troubleshooting, validation, and root cause investigation
• Triage inbound issues, prioritize ticket queues, and escalate appropriately
• Communicate proactively with customers using clear and professional language
• Use internal tools and knowledge bases to provide accurate solutions
• Collaborate with team members to improve processes and documentation
• Mentor and guide junior support staff through escalated issues
• Identify trends and suggest improvements to enhance customer experience

Explore Technical Customer Support Specialist II at Embed. Review requirements and application details.