Supporting our customers is paramount to our success. Focusing on customer satisfaction and retention, a successful candidate will be joining our Support Team that offers unparalleled support to all customers by maintaining or exceeding service levels.
This role involves providing software support, with your primary responsibilities being customer communication and coordinating support tickets. Secondary focus is on troubleshooting, triaging and resolving front end software issues in the RCT Cloud web-based application.
Key Responsibilities:
• Manages a fast-paced queue of support inquiries and requests via our helpdesk or by phone
• Review and respond to incoming and existing support tickets to provide excellent customer communication, reply confirmation and updates to customers.
• Coordinate with peers to triage, categorize, and prioritize Support requests
• Acquires, maintains and applies detailed knowledge of RCT's cloud-based and mobile-based systems.
• Provide timely and accurate Level 1 and occasional level 2 Support to our clients, responding to Support requests via email/phone and our ticketing system
Skills & Experience:
• Minimum of 2 years experience in an application support role
• Strong attention to detail, highly organized, ability to multi-task
• Comfortable interacting with clients over telephone, email, and web conference
• Experience with helpdesk tools (Zen Desk, JIRA etc. )
• Must have an ability to communicate technical concepts to non-technical people in a clear and concise manner
• Outstanding interpersonal skills
• Excellent English communication skills (written and verbal), multilingualism an asset!
• Strong problem solving and analytic skills
• Strong computer skills including MS Office
• Results driven with a proven ability to project a positive attitude
Experience in the following technologies/software/framework's is advantageous:
• net and the .NET framework
• C#/C++ and equivalent experience with Object-Oriented Design
• HTML/HTML5, CSS3, jQuery, Javascript, AngularJS, XML, JSON
• Web Services (ASP.net Web API, WCF)
• SQL Server, Visual Studio, SVN (or equivalent experience with source control) • Entity Framework or equivalent experience with ORM
About Risk Control Technologies:
Risk Control Technologies (RCT) provides insurance carriers a unique combination of high tech loss control software and industry expertise. This powerful combination allows teams to achieve their overall risk management objectives using both technology and industry best practices.
RCT works hard to foster and maintain an open and transparent culture. We believe in continuous feedback, not stuffy annual reviews. We place the highest value on honesty, respect, and team work within the organization and when working with our customers. There are no barriers to working with leadership (they don't have offices!) which allows us to collaborate and quickly test new ideas. We are very selective in our hiring decisions as we value fit and skill equally.