Festival Zendesk Technical Support Agent
Sundance Film Festival
Park City, UTThis was removed by the employer on 1/23/2021 12:17:00 PM PST
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Part Time Job
Seasonal Festival Part Time Zendesk Technical Support Agent
POSITION OVERVIEW
The Festival Zendesk Technical Support Agent will provide remote technical system and software support to Festival patrons as they navigate our online platform. The ideal candidate will have six months of experience supporting customers to troubleshoot technical issues and a working knowledge of customer support software.
Working closely under the direction of the Help Desk Ticketing Support Specialist in our Technology Services Department, this position ensures functionality and timely resolution to technical or streaming issues that arise. This position will work remotely from Monday, January 25, 2021 to Sunday, January 31, 2021. This role will work a flexible, variable schedule, including evenings and weekends in order to meet shift needs. This position must also have a reliable, high-speed internet connection with at least 10 mbps download speed. A laptop computer will be provided for the duration of the seasonal employment.
Top priorities include but are not limited to…
• Answering and resolving customer questions regarding account management, technical sales, and providing video streaming support by troubleshooting OS and browser compatibility and settings, bandwidth, and device configuration.
• Organizing and appropriately tagging incoming customer support tickets.
• Escalating and notifying the Manager of urgent issues during assigned live events.
• Ensuring accurate information is recorded and updated to customer accounts and internal notes, including cancellations or transfers, customer information, and communication history.
• Ensuring updates to products and procedures are communicated in a timely manner to all internal stakeholders.
• Communicating and documenting inappropriate behavior, operational, and staff issues to the manager.
You have the following direct or transferable skill-sets:
• Legal authorization to work in the United States.
• 6 months of technical customer support experience.
• Ability to mitigate conflict and facilitate positive customer relations.
• Strong computer skills, proficiency with Windows, Mac, iOS, and Android operating systems with working knowledge of media streaming devices.
• Outstanding interpersonal and oral communication skills.
• Ability to work a flexible schedule due to multiple shift rotations, including nights and weekends as needed.
• Ability to maintain a suitable home work environment, free from noise and distractions.
• Previous experience working remotely, with customer management systems, and in customer support for a video streaming service preferred.
• Working knowledge of databases along with proficiency in Google Suite preferred.
In addition to an hourly pay of $15.00, this position comes with awesome benefits & perks, including:
• Eligibility for paid sick leave and holidays
• Festival passes and benefits (varies each year)
• Sundance Film Festival passes and benefits (varies each year)
• Limited employee assistance program