Jacobs, we challenge what’s currently accepted, so we can shape innovative and lasting solutions for tomorrow. Through the delivery of our operations and maintenance services, you’ll make it simpler and more seamless for our municipal clients to operate safely and efficiently, empowering communities to focus on what matters most to them – people.
As a, based in, you will provide initial support through the analysis of customer issues and works to troubleshoot and resolve basic technical problems. The essential goal is to provide prompt, courteous, and accurate support to end-users and maintain a high level of customer satisfaction.
Essential Duties and Responsibilities:
• Answer incoming calls, emails, and chat requests from users experiencing technical issues.
• Diagnose and resolve basic technical problems by guiding users though step-by-step solutions
• Create, update, and manage support tickets and help desk ticketing system
• Escalate complex technical issues to Tier 2 or Tier 3 support when necessary, ensuring all relevant information is included
• Maintain detailed records of user issues, troubleshooting steps, and resolutions in the knowledge base
• Provide excellent customer service by communicating clearly and maintaining a professional demeanor
• Monitor system performance and alerts to promptly address any potential issues
