Skillable is looking for a Platform Support Agent to join our growing team! The Platform Support Agentwill provide excellent customer experience and maintain strong professional relationships with internal and external customers.

This person will join as part of Skillable’s fun and passionate Client Experience team. They will be the primary reference point assisting with many customers, users and internal departments to ensure customer inquiries are answered accurately and efficiently. This person is to showcase strong articulation and have excellent verbal and written skills. This position is the perfect fit if you are one to love learning about our customers and being the voice for them!

Responsibilities

Support client engagement efforts by responding to incoming phone calls, chats, and resolving tickets in a timely manner utilizing the Zendesk Support Software

Work cross-functionally and at multiple levels both internally and externally with key stakeholders and customers

Communicate complex terms to help customers understand and address their inquiries

Serve as the first line of support and provide world-class customer experience

Ensure tickets are tagged, triaged, and addressed appropriately, promptly and within SLA limits

Complete ongoing training required to grow skills and proficiencies to continue thriving in this position and future roles

Create and maintain content related documentation for both internal and external use

Build and develop key relationships across the enterprise to help build internal enthusiasm and momentum for task initiatives.

Support and promote the company values through positive interaction with both internal and external stakeholders on a regular basis

Respond to questions with documentational information to ensure complete understanding of product and features
Other strategic business initiatives or special cross-functional project involvement as required

Qualifications

1 - 3 years of experience working in a customer-facing position, delivering first-class service at a fast-paced company; startup tech company preferred.

Broad technical knowledge of the configuration and management of Windows and Linux preferred through either a college course, work experience or certification

Familiarity with major cloud provider platforms such as Azure, AWS, and/or Google Cloud

Technology certifications preferred in one or more of the following: Windows Server, VMWare, Azure, AWS and Virtualization related especially

Naturally inquisitive with a desire to solve problems and dig into the details

Experience working cross-functionally and promoting collaborative partnerships to drive results

Demonstrated ability to prioritize and manage workload and meet project deadlines

Proven ability to communicate effectively to various audiences/levels including leadership through various mediums

Desire to enhance and grow your career at Skillable

Salary Range

The base salary for this position is $45,000 - $55,000 annually. Consistent with applicable laws, compensation will be determined based on the candidate's level, relevant skills, qualifications, and experience along with requirements for the position and annual financial plans.

Skillable is a distributed first team with employees working across the U.S., and we do not consider geography when determining compensation ranges.

Please note that it is not typical for an individual to be hired at or near the top of the range. Skillable reserves the right to modify this compensation range at any time.

What’s in it for You? Rewards and Perks

We believe in providing a suite of benefits that ensure our employees know we appreciate them as people first. Skillable wants to be a company that promotes physical, emotional and all around well-being through our benefit offerings! Subject to eligibility requirements, the Company offers comprehensive benefits including:

Fully remote with a monthly stipend to pay for office services and supplies
Medical (2 plan options), dental (2 plan options), vision, health savings account with generous employer contributions, healthcare spending accounts, dependent care spending accounts, EAP, group paid life insurance, group paid STD and LTD and voluntary life/AD&D insurance, accident and critical illness options.
401(k) with Company match, tuition reimbursement, healthy lifestyle reimbursements.
Open PTO, Paid holidays, bereavement leave, parental leave, caregiver leave and paid FMLA leave.
Friends and Family Friday to end our standard workweek at 2pm local time; Full company closure during the 4th of July holiday week.
Access to pet insurance; Access for employees and dependents to Skillable learning opportunities through our product and more!

Working Conditions:

The job conditions for this position are in a remote home office setting, requiring a space that supports privacy and focus to attend to regular and frequent video and voice calls. Employees in this position use PC and phone on an on-going basis throughout the day. Periodic travel may be required equaling up to approximately 10% of the time.

Skillable can only hire potential candidates with a primary residence in the following States: AZ, CA, CO, FL, GA, ID, IN, KY, MA, ME, MI, MO, NC, ND, NE, NH, NV, NY, OH, OK, SC, TN, TX, UT, WA, WI.

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