Cloud Technical Support Representative (Hybrid)

Requirements:- Experience with cloud-based software (SaaS)- 1-2 years of experience in a customer service/support role is required. Previous call center experience is required.- 1-2 years of computer application-based technical support experience or IT experience is required- Previous call center experience is required- Working knowledge of Microsoft Windows administration tools- Basic understanding of Microsoft SQL Server- Basic understanding of network concepts including NETBIOS over TCP/IP fundamentals- Apple iPad & Parallels knowledge is a plus- Familiarity with HIPAA regulation is preferred- Troubleshooting experience a plus- Advanced English skills- Works hard with little supervision- High-level interpersonal skills- Detailed-oriented with exceptional documentation skills- Must be amenable to working on a night shift schedule- Amenable to work on a hybrid setup- Can start ASAP Duties/Responsibilities:- Determines eligibility by comparing client information to requirements- Answer phone calls from clients to identify and resolve technical issues affecting proprietary applications in Microsoft Windows Operating System and Apple iOS environments- Utilize active listening and empathy skills- Strive to meet or exceed call center metrics and service levels- Schedule and engage in follow-up calls with clients regarding ongoing technical issues- Resolve technical escalations from the Product Support phone and chat team- Troubleshoot issues that may occur during database updates, new software installations, and server migrations.