IT EUX Junior Engineer I - Remote US Only

Department: Blue Mantis

Employment Type: Full Time

Location: Remote, Remote

Key Responsibilities

• Resolve problems reported to the service desk by phone or web tickets 
• Provide first-level contact and problem resolution for customer issues.
• Provide timely communication on ticket status and resolution.
• Other functions as directed by management 
• Answer phone calls received by the call center by the SLA. Resolve or escalate issue as needed.
• Acknowledge and work on incoming Help Desk web tickets by the set SLA, resolve or escalate as needed.
• Quickly and effectively communicate with customers within the set SLA.
• Continuously improve upon technical skills sets within assigned areas of expertise.
• Continuously improve upon soft skill sets required to deliver outstanding customer service in a fast-paced environment.
• Regular, predictable and punctual attendance. May occasionally need to work on holidays or weekends.

Skills, Knowledge and Expertise

• Experience with providing technical assistance over the phone.
• Able to multi-task by working on multiple open tickets simultaneously.
• Experienced in working in a fast-paced environment with multiple priorities and projects.
• Able to investigate, analyze and troubleshoot customer issues. 
• Demonstrates excellent verbal and written skills.
• Motivated to learn new skills and technology practices; focuses on continual knowledge-based improvement.

• Ability to sit for extended periods
• Ability to use hands and fingers to operate a computer, telephone, and keyboard: This is crucial for most desk jobs.