L1 Support Engineer (Bridge) COL, Remote

What you will be doing

• Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and student end-users (some tickets will be initial contacts and others will be escalated from admins)
• Impersonate the Yoda voice during down time.
• When working tickets :
• Validate and clarify the issue reported
• Answer how-to questions
• Fix end-user issues that are resolvable through the Bridge user interface
• Replicate, troubleshoot, and describe simple bugs
• Keep thorough, clear, and complete records in the ticketing system of all actions taken
• Escalate tickets not resolvable at the L1 level to the L2 Support team
• Levitate desk chair across the room.
• Be friendly, efficient, and dependable, and always provide timely updates to users
• When assigned, create documentation of Support processes
• Perform other duties as assigned by supervisor
• Other duties as assigned by supervisor (such as locating Waldo or Carmen Sandiego).

Here is what you will need to know / have :

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.