TECHNICAL SUPPORT SPECIALIST - TIER I ABOUT VENN Our Mission is to help organizations safely empower their people to work better and live better. Founded in 2002 as OS33, Venn has served hundreds of regulated and security-minded firms, balancing productivity, protection, and privacy for tens of thousands of users. We’re a globally recognized SaaS company delivering cutting-edge security and compliance software. Building on two decades of trust and technological innovation, Venn makes the industry’s first Virtual Desktop Alternative (VDA). Venn’s patented LocalZone™ technology creates a smart, secure perimeter around SaaS applications and data, enabling users to work locally with sensitive information, and ensures employee privacy by separating work from personal computing activities on the same device. Venn believes in freedom without compromise. That goes for our team members and our customers. We’ve built a company of experts with diverse backgrounds who believe technology should be used to deliver better services and experiences for people. Our employees are creative problem solvers and respected colleagues. They’re entrepreneurs and changemakers improving Venn and all the ways we work. YOUR ROLE AND IMPACT As the first point of contact for Venn’s customers and internal users, Technical Support Specialists are responsible for building strong relationships with our clients and delivering an exceptional user experience. Technical Support Specialists monitor our phone and ticketing systems, leverage their technical knowledge to solve issues within Venn’s application hosting environment, and coordinate with other internal resources to ensure end-user adoption of our technology. The successful candidate is a digital native and has experience troubleshooting and resolving issues with Windows and Mac OS as well as Microsoft Office suite of tools (Outlook, Excel, Word, PowerPoint, and Teams), and virtualization mechanisms such as Citrix. Experience with ticketing services like Zendesk is required. The Technical Support Specialist-Tier 1 must be customer-focused, curious, results-driven, and able to multi-task. This role reports to the Tier 1 Manager. RESPONSIBILITIES • Handle high volume calls and monitor/triage/troubleshoot incoming requests via ticket queues. • Provide technical phone support to our customers utilizing Workplace product, logging calls via our ticketing system. • Navigating through technical documentation to determine troubleshooting steps for specific issues. • Monitoring ticket queue to ensure that all contractual SLAs are satisfied. • Detailed and consistent documentation of incident or event notes in Zendesk. • Provide desktop support to client and internal end-users. • Identify potential issues in real-time. • Inform management of trending issues and identify opportunities for process improvements. • Develop strong cross-functional relationships to leverage next-level support and ensure end-user success using Venn’s technology products. • Maintain professional upbeat atmosphere with customers and colleagues. REQUIREMENTS • Degree, Certification, or equivalent practical technical experience. • 1+ years of related technical experience providing application and desktop support in a fast-paced environment. • Expert knowledge in troubleshooting performance and connectivity problems with Windows 10/11 desktops and MS Office suite of products. • Comfortable using Microsoft native tools and utilities in troubleshooting various issues. • Familiarity with mail flow concepts in MS Exchange or Office 365 environments. • Proven record using analytical skill and other resources during troubleshooting. • Experience with Zendesk or other ticketing service required. • Ability to adapt quickly to changing priorities and make quick decisions with available information. • Strong customer service and multitasking skills. • Ability to troubleshoot and think “outside the box”. • Knowledge of LAN/WAN and mobile computing environments • Strong written and verbal communication skills. • Excellent interpersonal skills and communication skills to work as a productive member of the Tier 1 Team. • Ability to prioritize and organize effectively. • Ability to work both independently and with others. • Ability to work in a fast paced and sometimes stressful environment performing multiple tasks at one time. PREFERRED QUALIFICATIONS: • Knowledge of Cloud computing and Citrix environments. • Experience troubleshooting financial and accounting applications from Intuit, Thomson Reuters, Wolter Kluwer and others. • Experience providing support for managed service provider. • Knowledge of LAN/WAN and mobile computing environments. • A desire to learn new technologies, methodologies, solutions, and understand the business needs of our customers. • Adaptability to our overall vision, goals and dynamic culture and environment. Venn is an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive working environment.