Reports to:   Vice President of Caveon Technology Success Teams (David Holt)

Physical Demands:  Medium (occasional up to 30 pounds) – Climb stairs, stoop, kneel, crouch, reach, handle, etc.

Additional Requirements:  Must be eligible to work in the United States and must be able to work-from-home / work remotely

Individual will serve as front line support for our customers and employees through our helpdesk environment.  This individual will support client enablement and assist with integrations between client systems using code and no code solutions (ie: Zapier, Make), and ensure that resolutions and instructions are being communicated clearly, accurately and securely to the respective clients, and escalate issues appropriately when needed.

Required Knowledge / Skills / Abilities:

• Identifying hardware and software problems and solutions.
• Ability to troubleshoot complex browser interaction issues between multiple browsers and operating systems.
• Utilizing and troubleshooting API calls
• Speaking with customers to quickly identify their problem.
• Provide timely, accurate, and quality customer feedback.
• Talking to users, and in some cases, remoting into computers to perform a series of actions to resolve the problem.
• Following protocols to keep information secure.
• Following up with customers to ensure problem is resolved.
• Supporting the roll-out of new applications and features.
• Writing FAQ documents to reduce helpdesk load.
• Managing multiple cases at one time.
• Documenting processes and procedures implemented so that others can step in and troubleshoot and support designed implementations effectively.

Responsibilities:

• Other duties and tasks as assigned.
• Maintain confidentiality and security at all times.
• Caveon takes information security seriously and requires that all employees adhere to all established policies and communicate any information system/information security concern immediately to their supervisor, Vice President of Caveon Technology Success Teams , or Senior Management so it can promptly be investigated.

Supervisory Responsibilities:

• None

• Associates Degree in Computer Science or comparable combination of experience and education.
• Knowledge of Windows, Mac, Linux, Chrome OS, iOS, and Android operating systems and kernels.
• Excellent interpersonal skills
• Familiarity with Python is a plus.
• Experience using IDE’s for code development.
• Excellent written and verbal communications skills.
• Ability to communicate with differing levels or users
• Writing documentation.
• Ability to apply logical thinking to the resolution of a problem.