L1 Support Engineer

The Bridge Technical Support group is responsible for providing technical assistance to the end-users of Bridge. Technical Support Representatives support end users, learning management systems administrators, and corporate users. Provide troubleshooting and technical support via phone, web-based tools, and e-mail. Advise clients regarding the product's use and address specific user issues. During problem escalations, act as a liaison between customers and Tier 2 Support. They will assist the clients from issue initiation through resolution or escalation.

• Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and student end-users (some tickets will be initial contacts and others will be escalated from admins)
• Impersonate the Yoda voice during down time.
• When working tickets:
• Validate and clarify the issue reported
• Answer how-to questions
• Fix end-user issues that are resolvable through the Bridge user interface
• Replicate, troubleshoot, and describe simple bugs
• Keep thorough, clear, and complete records in the ticketing system of all actions taken
• Escalate tickets not resolvable at the L1 level to the L2 Support team
• Levitate desk chair across the room.
• Be friendly, efficient, and dependable, and always provide timely updates to users
• When assigned, create documentation of Support processes
• Perform other duties as assigned by supervisor
• Other duties as assigned by supervisor (such as locating Waldo or Carmen Sandiego).

• High School diploma
• Strong technical, troubleshooting, and analytical skills
• Proven ability to function in a self-directed environment
• Jedi force-push
• Jedi mind-trick
• Ability to excel in a fast-paced, agile environment where critical thinking and strong problem solving skills are required for success
• Ability to think quickly, communicate positively (even when sharing bad news), work proactively, and readily embrace change
• Ability to handle clients professionally during all interactions
• Strong written and verbal communication skills
• Sense of humor. Like a really funny one.

We participate in eVerify. Equal Opportunity Employer