OneRoom provides a cloud-hosted managed service that has now provided live streams and recordings of funeral services and memorials for hundreds of thousands of online guests. OneRoom has operated for over 10 years and is now operating across the United States, Canada, Australia, and New Zealand.

The Support Coordinator is a key member of our service delivery team and is the initial contact for support calls and system alerts. This role sits between account management and technical support to facilitate issue resolution and a positive user experience for One Rooms' partners and their customers.

The successful candidate will possess clear communication and relationship skills, a methodical approach to problem-solving, sometimes under pressure, and a desire to learn and be proactive.

RESPONSIBILITIES

• Answer inbound calls to our support number and helpdesk emails in a timely way that meets our service level targets.
• Resolve level 1 (user level) issues in one call.
• Follow basic troubleshooting guidelines for issues on our platform, cameras, audio, or router at the partner location.
• Follow escalation guidelines when issues require further technical support.
• Actively open, resolve, and close tickets in our Jira Service Desk system.
• Pass feedback to the Partner Success Managers and log relevant details in our Hubspot Customer Relationship system.

KEY COMPETENCIES AND QUALIFICATIONS REQUIRED

• Working knowledge of computer and application software including but not limited to

Desktop OS - Windows/MacOS

Microsoft Office - Outlook, Word, Excel, Powerpoint

Exchange user administration

Messaging support

Mobile device support

• Experience operating with ticketing and CRM systems.
• Familiarity with basic networking and IP data.

PERSONAL PROFILE

• A polite and patient manner with an ability to inspire confidence in non-technical users.
• Ability to operate under pressure in a methodical and efficient way.
• Attention to detail and accuracy in working through issues and logging details.
• Curiosity and a proactive approach to continual learning and performance improvement.
• Exceptional time and management skills.
• Highly motivated and service-orientated.
• Resilient and able to handle peak and sustained activity levels.
• Initiative and strong problem-solving skills.
• Ability to work independently and effectively from home.
• Open to traveling to an office if/when one is established.
• Proven ethics in previous work environments.

This position is currently 100% home-based, Tuesday - Saturday 9 am - 5 pm. The opportunity to discuss working extended hours and being paid overtime is available.

If this sounds like you and you are interested in joining the team at One Room please apply now, we would love to hear from you!