Support Coordinator

OneRoom provides a cloud-hosted managed service that has now provided live streams and recordings of funeral services and memorials for hundreds of thousands of online guests. OneRoom has operated for over 10 years and is now operating across the United States, Canada, Australia, and New Zealand.

The Support Coordinator is a key member of our service delivery team. This role sits between account management and technical support to facilitate issue resolution and a positive user experience for our partners and their customers.

This role is first in line for support calls and system alerts. Simple issues will easily be resolved on the call, some issues may need basic troubleshooting, and if necessary, escalated to Level 2 technicians for assistance. There is a balance between reactive (calls) and proactive (alerts) support, with all activity to be accurately logged in our online tools.

Key qualities are; clear communication and relationship skills, a methodical approach to problem solving (sometimes under pressure), and a desire to learn and be proactive. Success will be marked by positive feedback from our partners, activity logs, and feedback from all members of our internal team.

RESPONSIBILITIES

• Answer inbound calls to our support number and assist with all Level 1 (user level) issues in one call.
• Monitor and resolve all Hubspot tickets (help desk) tickets for Level 1 (user level) issues
• Actively open, resolve, and close tickets in our Jira (NOC) system for Level 1 (user level) issues.
• Follow basic troubleshooting guidelines for issues on our platform, cameras, audio, or router at the partner location.
• Follow escalation guidelines when issues require further technical support.
• Pass any pertinent customer feedback to the Partner Success Managers and log relevant details in our Hubspot CRM system.
• Monitor all streaming services when not actively handling support calls/emails. Place tickets as appropriate and follow them to resolution.

KEY COMPETENCIES AND QUALIFICATIONS REQUIRED

• Working knowledge of computer and application software including but not limited to;

• • Desktop OS - Windows/MacOS

• • Microsoft Office - Outlook, Word, Excel, Powerpoint

• • Exchange user administration

• • Messaging support

• • Mobile device support

• Experience operating with ticketing and CRM systems.
• Familiarity with basic networking and IP data.

PERSONAL PROFILE

• A polite and patient manner with an ability to inspire confidence in non-technical users.
• Ability to operate under pressure methodically and efficiently.
• Attention to detail and accuracy in working through issues and logging details.
• Curiosity and a proactive approach to continual learning and performance improvement.
• Alignment with OneRoom's culture and values.
• Exceptional time and management skills.
• Highly motivated and service-orientated.
• Resilient and able to handle peak and sustained activity levels
• Initiative and strong problem-solving skills.
• Ability to work independently and effectively from home.
• Open to traveling to an office if/when one is established.
• Proven ethics in previous work environments.
• Highly available and flexible with working hours.

This position is currently 100% home-based, but will eventually be a hybrid office/home environment. Workdays are Tuesday - Saturday with negotiable hours, but will favor PST coverage. The opportunity to discuss working extended hours and being paid overtime is available.

If this sounds like you and you are interested in joining the team at One Room please apply now, we would love to hear from you!

(N.B Duties and responsibilities may vary from time to time, as required by the company)