IT Support Incident Administrator

Position Overview: We are seeking a diligent and responsive Support Incident Administrator to join our team. This role is crucial for ensuring timely, effective communication and documentation for customer issues, while maintaining high customer satisfaction., * Be the front line of the Support team.

• Answer inbound phone calls for critical and high-priority incidents.
• Manage inbound incidents and service requests utilizing email and Teams.
• Triage, document, and escalate incidents to internal teams as necessary.
• Maintain SLAs and track the status of all tickets.
• Identify common issues and collaborate with teams for resolution.
• Engage with clients via ticketing system (ServiceNow, Salesforce, Wrike, etc.).
• Identify common issues and collaborate with teams for resolution.
• Generate reports on support activities and incident trends.
• Knowledge Management - Contribute to the internal/external communication library.
• Identify common issues and collaborate with teams for resolution.
• Team Collaboration - Work closely with the engineers, support resources, and management.

Do you have experience in Technical Proficiency?, Do you have a Bachelor’s degree?, * Education: Degree in a technical or business field preferred but not required.

• Skills: Excellent communication and interpersonal skills, with an eagerness to communicate with clients and individuals daily, strong organizational abilities, and attention to detail.
• Experience: Previous experience in customer support or incident management is a plus.
• Software Proficiency: Familiarity with support ticketing systems (ServiceNow, Salesforce, Wrike, etc.) and Microsoft products (Excel, Word, PowerPoint, etc.)
• Customer Focus: Ability to maintain an individual, customer-centric approach in all support activities., * Bachelor’s (Preferred)

Experience:

• ITIL: 2 years (Required)

$55,000 - $65,000 a year - Full-time, Pulled from the full job description

• Professional development assistance
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, * At Rain, we are committed to cultivating a flexible, supportive, and innovative workplace.
• We celebrate our diverse workforce, valuing contributions from various nations, religions, and backgrounds.
• We provide a range of training programs and a women’s professional group to support employee career development.
• We offer a competitive benefits package designed to enhance your overall well-being.

How to Apply: Interested candidates should submit their resume and a cover letter detailing their qualifications and interest in the position.

Additionally, please submit a link to a 1- to 3-minute video of yourself explaining why you want the job and how you feel you would fit in with the organization.

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Compensation Package:

• Bonus opportunities