What You Will Do

The  Systems Support Professional represents the front end of Jolera and is key to delivering best in class resolutions for our customers and their employees/members. The incumbent will demonstrate confident and appropriate communication skills both verbally and electronically. They have the ability to judge priorities and multitask to ensure all customers receive a consistent level of assistance and customer service.

• Provide onsite service assistance through the use of various web-based remote support tools when necessary.
• Receive and respond to service requests for assistance via telephone and email in accordance with each client’s Service Level Agreement (SLA).
• Process service tickets and assign to appropriate Jolera onsite technicians, or customer-specific internal service resources, as necessary.
• Maintain service ticket ownership throughout the life of the support i...