Manage Help Desk / Support Queue and Coordinate resources to resolve cases for customers in the USA.
all Support cases originate from the US for US customers.
You will be coordinating support cases between US customers and US based support engineers.
(you are not providing the support, but coordinating)
Work is conducted 100% in English.
100% remote home-based telecommute position.
**Duties**:
- Manage the Support Queue
- Distribute support cases to internal or external resources
- Coordinate resources to resolve cases
- Communicate status updates to Customers
- Manage ad-hoc online trainings to customers
- Maintain Support Contracts
- Manage the support knowledgebase
- Update Support KPIs
**Requirements**:
- must have managed a Support Desk for an IT or Software services company.
- must have experience working for US/Canada based companies.
- must be able to monitor the support queue continuously throughout the day (0800 am EST - t...