Job Description: We are seeking a skilled Technical Support Agent to provide first-level technical support, ensuring high customer satisfaction by promptly resolving issues and troubleshooting systems using the Service Cloud. "> - The Junior Support Engineer is pivotal in addressing primary technical concerns, with opportunities to escalate more complex issues. - Maintain accurate documentation, contribute to the knowledgebase development, and efficiently support customer requirements through effective communication. - Collaborating within a dynamic team, this position offers exposure to new technologies and involvement in various projects, enhancing the support framework and processes of the organization. Key Responsibilities: 1. Provide Level 1 support via the Service Cloud ticketing system and phone, resolving basic technical issues efficiently. 2. Evaluate and address escalated issues from customers, ensuring a smooth transition and resolution process. 3. Document all customer interactions and technical issues meticulously in the Service Cloud system. 4. Assist in the creation and updating of knowledgebase articles and troubleshooting documents to improve support resources. 5. Communicate effectively with internal teams to maintain seamless support delivery and customer satisfaction. Requirements: - Associate degree in a technology-related field or equivalent experience. - Experience with Service Cloud or similar ticketing systems. - Basic understanding of Windows Operating Systems, general networking, and basic troubleshooting techniques. - Ability to quickly learn new technologies and adapt to a fast-paced environment.