Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide. Kaseya’s best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained, strong double-digit growth over the past several years and is backed by Insight Venture Partners www.insightpartners.com), a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.
Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions, go to www.Kaseya.com and for more information on Kaseya’s culture, please click here: Kaseya Culture.
Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. We have achieved record levels of success being BOLD, being GRITTY, being ACCOUNTABLE. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers, and the betterment of their careers and long-term financial wealth.
Does This Describe You:
You're a problem solver, an A+ team player, and love a good challenge!
A Look Inside the Job:
- Seek successful resolution of customer inquiries received through multiple communication channels.
- Support, log, categorize, and track incidents reported by customers.
- Maintain a high level of customer satisfaction and adherence to partner service level agreements.
- Log all customer contact in the support ticketing system, maintaining complete information.
- Develop strong product and business expertise of Kaseya products.
- Maintain a strong understanding of Kaseya customer requirements and processes.
- Troubleshoot and resolve issues.
- Work collaboratively with team members to ensure responses and resolutions to customer problems.
- Work collaboratively with internal partners to manage customer interactions.
- Support a positive team culture based on Kaseya values.
- Identify and report knowledge gaps to SASE1 and PSE2
- Help with sharing, updating and creating knowledge resources.
- May be involved with special projects/special team support.
About You:
- Enthusiasm for learning new technologies and applying general and industry-specific knowledge in an energized, team-oriented environment.
- One year or more of RMM Support or similar experience
- Experience managing and responding to multiple issues at the same time.
- Computer literacy skills: file system basics, operating system navigation, conceptual network connectivity, Internet and internet browser literacy
- Experience appeasing frustrated or angry customers in a positive, sympathetic, and diplomatic way.
- Knowledge of how to approach support issues from a training perspective when needed.
- An intermediate degree of comfort with complex integration environments across a variety of configurations
- Willingness to accept feedback to improve skills and further development.
- A strong sense of ownership whenever given a problem.
Join the Kaseya growth rocket ship and see how we are #ChangingLives !
Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.