Technical Support Agent

Technical Support Minneapolis, Minnesota United States

Technical Support Agent -  Minneapolis, MN (REMOTE)

Who We Are:

CrashPlan® provides peace of mind through easy-to-use, automatic endpoint data backup. We help organizations recover from any worst-case scenario, whether it is a disaster, simple human error, a stolen laptop, ransomware or an as-of-yet undiscovered calamity. We continue to innovate as the landscape of work evolves, which makes CrashPlan foundational to organizations’ data security. What starts as endpoint backup and recovery becomes a solution for ransomware recovery, breaches, migrations, and legal holds. 

Position Summary:

We are recruiting for a Technical Support Agent to join our team.  In this role,  you will be working as part of a highly focused team providing technical support for our small business customers. You will be  managing chats, emails, and phone calls in a high volume environment. 

Key Responsibilities:

  • Taking charge of internal processes and driving change
  • Efficiently answering customer questions using Zendesk (our internal ticketing system)
  • Finding problems and following them through to conclusion
  • Facilitating customer communication, education and retention
  • Managing a large number of disparate customer issues
  • Helping coworkers when asked and taking the initiative to reach out to coworkers when you think you have something to contribute
  • Directing and developing your own professional skill
  • Provide general product information, configuration support, collection of relevant technical problem identification information, and filter non-technical problems from technical problems

Required Qualifications:

  • Associate’s Degree in Computer Science, Information Technology, or related discipline and/or equivalent experience
  • 1+ year of experience troubleshooting hardware and software and/or providing networking computer hardware support
  • Proven record of offering consistently superior levels of customer service
  • Demonstrated experience working with Windows, and/or Mac 

Preferred Qualifications:

  • Previous experience with Linux operating systems

CrashPlan values workplace diversity and ensuring an environment of mutual respect. Employment opportunities are available to all applicants without regards to race, color, creed, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability, genetic information, or any other category protected by law. We believe that diversity and inclusion are critical to our success, and we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. We are proud to be an equal opportunity employer