Instant Support Group at Dynamic Edge Inc

Dynamic Edge has been providing enterprise-scale technology solutions to small and medium businesses since 1999. The company offers 24/7 support and has a fun, friendly team that includes technical support staff, network engineers, security professionals, business technology managers, and experienced administrative personnel. Dynamic Edge is guided by core values that inform everything they do, including excellent communication, helping people, tenacity, preventing emergencies, discipline, and learning from mistakes. We are looking for full-time Instant Support Group engineers to join our high-performance team. Your primary objective will be to reply to incoming client support issues quickly and with great attention to detail. You will answer calls, troubleshoot issues according to documented best practices, solve problems, and escalate tickets to other resources. You will closely collaborate with your teammates and respond to issues by priority and within SLA. This position will reside in either Ann Arbor, MI, or Nashville, TN. A fully remote position will be considered for the ideal candidate. Responsibilities: - Answer incoming calls with enthusiasm and offer excellent phone presence and listening skills - Follow the documented process for managing tickets, including answering calls, limiting time spent on tickets and escalating appropriately and within SLA - Apply technical skill to a wide variety of issues supporting servers, workstations, networking, wireless access points, LOB software, standard office applications and ISPs - Add detailed notes to every ticket for all time worked and resolutions identified - Earn satisfaction from solving client issues quickly and efficiently - Identify ticket trends and suggest process and documentation improvements

Instant Support Group

Responsibilities

Skills wanted:

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About Dynamic Edge Inc:

mission:

Admin access needed