Technical Support Agent (T1)

Job Overview:

The Technical Support Agent’s primary responsibility will be to work with internal and external customers and provide first-level (T1) support for issues, concerns, and requests. The ideal candidate will be a critical thinker who understands prioritization, mitigation, escalation and can multitask several issues at once.

If you’re passionate about working in a dynamic, fast-growing company — with cutting edge technology, smart colleagues, and opportunities for development — come grow with us!

In this role you get to: 

• Work in a multi-queued ticket driven environment while applying resolution best practices, and meeting or exceeding service level requirements and resolution targets
• Demonstrate the ability to, independently and successfully, troubleshoot product issues as well as updates and fixes for minor cases and enhancements to existing functionality
• Execute data loads, manage password resets, and perform basic break/fix functions
• Understand new functionalities being added and issues being fixed by the T2
• Support team, Development team, etc. provide timely, complete, and accurate information and updates to all stakeholders
• Identify problem and/or request for correct next level team escalation and drive issues to resolution
• Document all pertinent information and share knowledge by creating internal articles for T1 when necessary
• Assist and serve as back-up to other support teams during the rollout of new services, features, and other critical situations that demand additional personnel

We’re looking for people who have:  

• While possessing a bachelor's degree in computer science, Information Technology, or other similar discipline is preferred, Harver will also consider applicants who hold a combination of certifications with considerable and/or related professional experience
• 1-3 years’ work experience in technical support role with solid troubleshooting processes preferred
• Experience using Zendesk and Atlassian (Confluence and Jira) preferred
• Excellent written and verbal communication skills; English proficiency required
• Punctual and amenable to work shifting schedules including weekends, holidays, and overtime if needed
• Ability to adapt to changes and scope of work when necessary to improve T1 efficiency
• Willingness to learn with the ability to be professionally developed