• Job Description

  Req#: 7181481003
  Employer Industry: Workforce Management Software
  
  Why consider this job opportunity:
  - Competitive compensation and benefits packages for all employees
  - Opportunity for career advancement and growth within a mission-driven organization
  - Fully remote position with flexibility in work location
  - Collaborative, fast-paced, and entrepreneurial work culture
  - Chance to contribute to a mission that aims to improve hourly work conditions and employee experience
  
  What to Expect (Job Responsibilities):
  - Diagnose and troubleshoot software issues for enterprise customers, ensuring end-to-end resolution
  - Communicate with customers via Zendesk and Zoom to understand and address reported issues
  - Manage ticket severity and ensure compliance with service level agreements (SLAs)
  - Document troubleshooting steps and escalate issues to engineering with detailed information
  - Create knowledge base articles to facilitate customer self-service and improve support efficiency
  
  What is Required (Qualifications):
  - Previous experience in a technical support role for Software/SaaS solutions
  - Strong technical focus with proven analytical and problem-solving skills
  - Excellent English language communication skills
  - Proven customer management skills, especially in escalated situations
  - Ability to document best practices and procedures in an IT knowledge base
  
  How to Stand Out (Preferred Qualifications):
  - Understanding of API authentication methods (OAuth, API keys, tokens)
  - Experience with SQL and writing simple to moderate queries
  - Familiarity with REST APIs and troubleshooting related issues
  - Experience using Zendesk, Confluence, and Jira for ticketing and knowledge management
  - Experience with Workato and Automation Pro II certification or higher
  
  #WorkforceManagement #TechnicalSupport #RemoteJobs #CareerGrowth #CustomerExperience
  
  We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all. If you encounter any employer not adhering to these principles, please bring it to our attention immediately.
  We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.

• About the company

  Legion uses AI to help employers reduce labor costs, eliminate inefficiency and boost engagement for their hourly workforce with solutions for workforce management including labor forecasting, scheduling, engagement and time/attendance

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