Nep Innovations & Technologies

We looking for a Level 1 Support Specialist to join our Platforms & Engineering team. This is an opportunity to join a team that will be making a seismic impact within the company as well as the way consumers search, book, and manage destination wedding travel. You will be the first contact that our internal teams have when requesting support. You will analyze requests and collaborate with product owners to help resolve requests in a timely fashion.

Who we are looking for:

1. You are driven and hungry to make an impact.
2. You are a strong communicator and have attention to detail.
3. You like to move fast and have a bias for action.
4. You want to be part of a growth company that has big things on the horizon.

Responsibilities:
You will be the first responder for all incoming Service Desk tickets.
You will work with product owners and developers across the team to help resolve user tickets and escalate as needed.
Triage, update and resolve any product user issues that are created.
Contribute to a knowledge base of common issue resolutions.
Investigate issues, research solutions and communicate with ticket requestors.
Proactively look for ways to improve product quality based on service ticket trends.

Required Qualifications:

Bachelor’s degree
2+ years of product support experience working in a help desk environment
Ability to support multiple web based software products in a fast-paced work environment
Highly organized to keep Help desk tickets order
Detail oriented in order to keep detailed notes on tickets
Providing assistance to customers who experience technical problems. Most commonly, this involves either email or online communication.
Experience working in an Agile/Scrum environment

Preferred Qualifications:
Jira Service Desk
Confluence