Zultys

Department: CloudDesk
Reports to: Manager of CloudDesk        Effective Date: 3/5/2025
Employment Type: Full Time            Work Location: Remote - Kyiv
Classification: Exempt

Job Summary:
Zultys CloudDesk Support Representative (CSR) will provide tiers 1 & 2 support for Zultys UCaaS system and applications working closely with end users. CSR will provide ongoing post installation support to existing accounts, taking ownership of customer issues reported and seeing problems through to resolution. CSR will use Phone, email, and remote sessions to give clients quick answers to simple configuration issues. For more complex problems you will assist in the escalation of cases to Zultys technical support and engineering if needed. CSR will complete preventative maintenance tasks to maintain systems’ high level of reliability.

Work Location:
This is a remote full-time position from your home office so no travel is needed. 
A reliable high speed internet connection is required.

Duties/Responsibilities: 
    Schedule and coordinate system upgrades with end customers using ticket system and task assignments.
    Check and update existing customer systems to current CloudDesk standards where able to make updates without impacting the end customer.
    Complete Preventive Maintenance tasks, to maintain systems high level of reliability.
    Manage add-on orders and customers change requests and still make time for daily work responsibilities, ie: service cases, project status updates, closure activities
    Coordinate and manage expectations with customers on add-on project deliverables.
    Diagnose and troubleshoot technical issues, including System setup, network configuration to provide immediate support.
    Ask customers targeted questions to quickly understand the root of the problem
    Provide prompt and accurate feedback to customers
    Refer to internal database or external resources to provide accurate solutions
    Properly escalate unresolved issues to appropriate internal teams (e.g. technical support)
    Track the reported issues through to resolution, within agreed time limits.
    Ensure all communications are properly logged
    Prioritize and manage several open issues at one time
    Follow up with clients to ensure their system is fully functional after troubleshooting
    Document technical knowledge in team confluence page

Required Skills/Abilities: 
    Possess a high level of empathy, excellent soft skills, and customer service best practices.
    Self-motivated, able to drive support cases to completion.
    Ability to work under pressure.
    Ability to prioritize tasks based on urgency and importance.
    Professional written and interpersonal skills are essential when communicating with customers and clients.
    Good time-management skills.
    Motivation to learn new skills and technologies.
    Good understanding of VoIP or traditional telephony.
    Excellent diagnostics skills.
    Working knowledge of networking, UCaaS, Call center, PBXs, voice mail, with practical experience in implementing systems in these areas is required.

Education and Experience:
Minimum 3 - 5 years of experience as a Customer Service Representative or similar role providing telephone or computer customer services.
BS degree in Information Technology, Computer Science, or equivalent experience.