Customer Support Specialist

1. Provide customer support by answering support tickets and/or collaborating with freelance support technicians.

2. Ability to work a ticket from open to resolution within 72 hours. If the issue is going to take longer than 72 hours to resolve, you must provide the customer and your supervisor with daily updates.

3. Follow Shift Sub regulations of ticket documentation.

4. Ability to understand, be accountable, and complete assigned tasks associated with projects. Including, but not limited to, plugin updates, system upgrades, system integration, and system administration.

5. Assist and support web development.

6. Responsible for entering new calendars, subs, etc onto the website.

7. Promote and adhere to Shift Sub’s core values, mission, and vision.

8. Promote and adhere to Shift Sub standards, procedures, and training.

9. Follow company policies, procedures, rules, directives, and instructions.

10. Regular, predictable, and punctual attendance that is in accordance with Shift Sub’s attendance policy; work an assigned schedule, which may include weekends, and, if needed, extended hours, and holidays.

1. Perform other duties (essential or marginal) as assigned.

1. Establish and maintain working relationships with other team members, freelancers, and with members of management; interact appropriately with others in the workplace.

2. Have a strong customer-first approach to resolving a ticket.

3. Be able to work both independently and as part of our team.

1.Accurately and efficiently give or receive information through speaking, listening, reading, and writing.

1.
Physical: Must be able to remain in a stationary position when working with computer or sitting in meetings etc; fine and gross manipulation; use hands/fingers and arms to operate a computer and other office productivity equipment, such as a calculator, copy machine, and computer printer; reach at or below shoulder level; grasp; hold; balance; feel; reach overhead; sit; stand; squat; stoop;

stretch; twist; and walk.

2.
Cognitive: Plan and prioritize;analyze and solve problems; make decisions; concentrate amid distractions; exercise good judgment; organize with attention to detail and accuracy; work with minimal errors; handle stress and stressful situations effectively; perform well under pressure; adapt well to change.

3.
Vision and Hearing:

Vision: Far visual acuity (clarity of vision at 20 feet or more), near visual acuity (clarity of vision at 20 inches or less), peripheral vision, depth perception, and the ability to adjust focus.

Hearing: Hear, understand, and distinguish speech and other sounds.

1. Possess an IT background gained through education and/or experience.

2. Basic working knowledge of Word Press,

1. Not pose a direct threat to the health or safety of oneself or others.

1. Work in different environments. This position will be a combination of remote work, on-site work, off-site work, etc.

This Job Description may not list all the job functions (essential or otherwise) and requirements of the position. Shift Sub may modify them at any time.