About the Role

Our client is looking for a unique hybrid professional who sits at the intersection of customer support and product management. This isn't just a "ticket-taking" role. You will be the primary expert for several focused support engagements, responsible for resolving complex user issues while simultaneously thinking like a Product Manager to improve the software's future. You will be taking in tickets from clients and from automation, processing them, analyzing them for redundancies and needed information, and then processing them. As experience grows, you will begin to field these tickets and escalate as needed.

Schedule: Monday - Friday, 8 AM - 5 PM, EST (40 work hours per week)

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Key Responsibilities

• Specialized Support: Provide Tier 1 & 2 support for custom-built software. You will learn about each product from a client and support standpoint to provide excellent customer service. Work closely with analysts and end users to ensure applications perform as expected.
• Consistent Management of Tickets: All tickets should be reviewed and put against the same requirements per project. They should have all the applicable data and needed information to start troubleshooting.
• User Advocacy: Act as the voice of the customer, identifying feature requests and usability bottlenecks.
• Clear Communication: Draft high-quality documentation, release notes, and user guides.
• Product Strategy: Translate help desk trends into actionable insights for the development team.
• Ownership: Must own the process of processing the ticket, communications with the support team and client, and seeing it to completion.
• Documentation: As processes and best practices develop in supporting each application, you will be expected to create and maintain documentation for internal and external reference.

Qualifications

• Experience: A balanced background in both Technical Help Desk and Product Management.
• Preferred: Bachelor’s Degree in a technology field or related field, or 3 years of work experience in helpdesk or support management roles, including but not limited to technical and customer service fields.
• Basic software development and testing experience preferred.
• Communication: Exceptional written and verbal communication skills (clarity and empathy are our top priorities).
• Analytical Mindset: Ability to see the "big picture" beyond an individual support ticket. Able to identify patterns
• Adaptability: Comfortable working in a fast-paced environment where the software is constantly evolving.
• Dedication to Quality: Expectation of consistent and high-quality review and resolution of issues.
• Knowledge of Zoho and Deluge scripting
• Knowledge of network traffic from a technical perspective.
• Strong problem-solving, organizational, and prioritization skills required.
• Strong attention to detail.
• Very teachable and tech-savvy.
• Ability to plan and manage multiple tasks/projects with minimal supervision.
• Ability to establish and maintain effective working relationships with others.
• Knowledge of Quality Assurance processes and project management tools
• Basic SQL experience preferred.
• Learning new applications quickly to a high level.
• Documenting test and resolution steps.
• Producing efficient, clean, and thoughtful support documentation.
• Working independently on priorities without much instruction and taking personal initiative.
• Work closely with other teams to build basic specifications for application enhancements.
• Monitoring performance issues with support requests.
• Review, proofread, and format all correspondence to ensure accuracy and completeness.

Side Note

• This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder

• Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions with all requirements fulfilled will receive priority review.