Tech Support Agent - Jobs in Fes, Morocco

Job Description

Type: Fully remoteWorking hours: Approx. 32 hours per week?? We are The Social Element - a place where everyone has a voice. Diverse in our make-up and inclusive in our thinking; this has been who we are from the get-go. We strive to create a place where everyone is celebrated and has the opportunity to . We feel ready and excited to bring our whole selves to work. #genuinehumanconnectionsWe are currently looking for a Tech Support Agent to join our Hotline team. Based from home, as well as development, you will also be responsible for supporting users and clients remotely by providing 24/7 technical, shift and client emergency support 7 days a week.As a Tech Support Agent you?ll be helping people with all their company-related tech support requirements, which includes technical setups of new company projects, undertaking routine technical tasks, providing cover for late, missed and unassigned shifts, client escalations and incidents as well as developing and maintaining internal systems.The role will liaise with all 3rd party software providers to ensure that queries to general technical problems are resolved. The role is also responsible for managing joiner and leaver accounts across systems.This is a fully remote and freelance work and you can be located anywhere as long as you have the right availability to cover the shifts.WHAT YOU?LL DOTech Support / Developer

• Day to day management of all technical support requests within agreed timescales.
• Investigate technical issues and suggest solutions/improvements, and ensure all issues are properly logged
• Maintain user accounts across all systems and platforms.
• Assist in the maintenance of technical help resources.
• Perform routine technical tasks.
• Maintain off-the-shelf and bespoke systems.
• Follow standards procedures for proper escalation of unresolved issues to the appropriate internal teams
• Refer to internal database or external resources to provide accurate tech solutions

Resources - Scheduling Support

• Action urgent shift change requests which can include answering emergency calls from users
• Action cover for late and missed shifts which can include answering and making telephone calls to users
• Work to cover unassigned shifts via a number of mediums via IM, email, phone and text
• Monitor resource gaps for the current schedule and keep resources updated
• Ensure individuals are working in accordance to their ideal and statutory hours
• Answers and actions calls made by workers/team members to the 24/7 Hotline and follows up with the relevant reporting

Client Hotline

• Answer and action calls made by clients to the 24/7 Hotline and follow up with the relevant departments based on the client request

Client Escalations

• Action emergency and serious escalations according to project specific guidelines
• Assist and advise contractors with escalations based on project specific guidelines
• Call and/or email clients and the relevant Client Services project leadership team to notify them of the escalation

Although the above will be your usual day-to-day, there is also an opportunity for you to use your web development skills on mini projects where we look at improving multiple platforms.Working Hours ??We are potentially looking for one Tech Support Analyst that can cover approximately 32 hours per week with the flexibility of working weekdays in the evenings and also across the weekend. (UK time)

Keyskills :