Tier I Technical Support Specialist

• Answer incoming calls in a professional and friendly manner.
• Document all necessary ticket information.
• Actively update, maintain, and monitor incoming chats and emails.
• Assist team members with callbacks in gathering needed information for tickets.
• Train clients on the software and cloud website.
• You will ensure prompt responses and escalation while actively navigating internal departments for a seamless resolution.
• You will ensure client requests are completed within the required time frames.
• Recognize complicated conversations and demonstrate positive language to resolve client needs.
• Manage cases and ensure they are escalated or completed.
• Complete all additional duties assigned by the Technical Support Supervisor.

• Able to communicate effectively with technical and non-technical personnel.
• Ability to think logically and creatively.
• Excellent problem-solving and analytical skills.
• Proficient in Internet-related applications with a strong technical aptitude and ability.
• Experience using a computer in a work setting is required.
• Intermediate knowledge of Microsoft Office Suite Products is required.
• Experience with proprietary software is a plus.
• Data interpretation, manipulation, management in Excel a plus.

• Outstanding customer service skills.
• Exceptional written and non-verbal communication skills.
• Excellent organizational skills.
• Ability to thrive in a fast-paced environment.
• Exceptional attention to detail.
• Time-management skills.
• Ability to listen effectively, empathize, and reassure clients their issues will be resolved.
• Promotes and embraces positive client interactions as well as personal, team, and company improvement.
• Adept at anticipating and adapting to changing job needs with exceptional results.

• High School Diploma required.
• Customer service experience.
• SQL Experience is a plus. 
• Knowledge of the Veterinary field is a plus.

• Full-Time/ Hourly
• Ability to work a flexible shift, which may include rotating weekend shift.
• Strong Work ethic and initiative to grow with a fantastic company. 

Equal Employment Opportunity Statement

Mashura LLC is an Equal Opportunity Employer. We are committed to a workplace free of discrimination and harassment and make employment decisions on the basis of merit. Mashura LLC prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, physical or mental disability, genetic information, marital status, veteran or military status, or any other characteristic protected by federal, state, or local law.

In addition to federal law requirements, Mashura LLC complies with applicable state and local laws governing nondiscrimination in employment. We also provide reasonable accommodation for qualified individuals with disabilities and for religious practices, in accordance with the Americans with Disabilities Act (ADA) and other applicable laws.