Company Overview

Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.5/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

Must be located in or willing to travel to the site location in North Austin, TX 78729

Job Responsibilities:
Tier 3 Technical Support Representatives are responsible for understanding the root causes driving both technical and non-technical support questions from the clients customers and agents. Tier 3 agents should be able to think critically while creating clear and comprehensive written documentation for each support escalation.

What you’ll need

• Ability to use critical thinking and logic skills to isolate and resolve technical issues in a timely manner
• Understanding of Windows, Mac OS, iOS, and Android environments
• Capacity to locate and easily comprehend all Support articles
• Customer service experience
• Superior positioning skills
• Excellent attention to detail
• Demonstrated problem solving expertise

What you’ll do

• Handle cases originating from both telephone and email queues, addressing both hardware- and software-related issues
• Maintain ownership of cases through internal resolution, providing feedback through Tier 2 for customer resolution
• Multitask through different systems while troubleshooting
• Proactively identify ways to avoid recurring issues by recommending new and updated processes and technical articles
• Communicate coaching and feedback for Tier 2 via reporting and/or Tier 2 team meeting attendance
• Analyze device logs for greater insight into support cases
• Approve or deny reimbursement requests from Tier 2
• Investigate, isolate, and methodically troubleshoot user support issues for any/all products, addressing hardware, software, services, and non-technical issues

Background

• High School Diploma or GED
• Prior experience in a software or technology-based company
• Previous experience handling high-level technical issues within a call center environment
• 3 years of customer service strongly preferred
• Google Suite experience preferred , including Google Sheets
• Flexibility to work weekend shifts
• Ability to pass a background check and/or drug screen

We’re here to make a difference: we’re not just another call center; we’re changing the way support and client relationships are viewed for the future.

Job Type: Full-time

Pay: $18.00 - $19.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Weekend availability

Ability to commute/relocate:

• Austin, TX 78729: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• Technical support: 2 years (Required)
• Call center: 1 year (Preferred)
• Customer service: 3 years (Preferred)

Work Location: In person

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