What are the responsibilities and job description for the T1 Customer Support position at Terra Dotta?
ABOUT TERRA DOTTA :
Terra Dotta is a global software company that provides more than 700 organizations with software that allows them to manage international education programs. Terra Dotta offers an exciting workplace dealing with organizations worldwide and working with staff who have worked, lived, and studied around the globe. We foster internationalization for incoming and outgoing teams, faculty, and students, increase travelers' safety and reduce organization liability.
OUR VISION :
Transforming the future through global connections today.
OUR MISSION :
Develop innovative solutions that delight and empower international educators by expanding their global impact, fostering life-changing cultural exchanges, and preparing students to flourish in a global community.
The Role :
Terra Dotta is seeking a motivated candidate to join our outstanding support team. Our ideal Customer Support Associate (Tier 1 Customer Support) is a great troubleshooter, an effective communicator, and a fast learner. You will work with our customers, most of whom are university staff, to help them navigate a robust set of features and troubleshoot issues so they can administer their programs.
Job Type : Full-Time, exempt
Reports to : Director of Support
Location : Hybrid in Chapel Hill, NC
K ey Responsibilities :
Communicate professionally with clients through case management system (CSM), email, video, chat and telephone.
- Utilizes product information to research, troubleshoot, and deliver solutions.
- Advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
- Troubleshoot problems by consulting documentation, knowledgebase, and past cases, reproducing issues in live or sandbox environments, extracting errors from the web browser and searching for solutions, and providing details and reproduction steps to developers.
- Escalates problems to appropriate levels or teams to achieve issue resolution.
- Work with the development team to plan, test, and release new versions of the software.
- Proactively contribute to Terra Dotta's knowledge base by creating and updating documentation.
- Maintain clear tracking of ticket progress within the ticket.
- Identify, research and resolve technical problems of moderate complexity.
- Documents, tracks, and monitors the problem using applicable systems and tools.
- Perform additional tasks as assigned by management.
W hat we are looking for :
What makes us a great place to work?
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