This position will be responsible for providing technical support to users of software applications.
Duties and Responsibilities
Responsibilities of the position include:
- Field incoming calls and emails from customers
- Reproduce customer issues in local environment
- Assist in troubleshooting customer issues
- Provide comprehensive issue resolution and technical answers to customers
- Track customer issues and provide timely feedback
- Document issues clearly and accurately in issue tracking database, FAQ and web application blog
- Proactively contact customers to ensure customer satisfaction
Requirements and Experience
One or more of the following:
- Customer service experience
- Technical support experience
- Experience as a Call Center Agent
- Strong technical background
- Exceptional customer service skills.
- Exceptional verbal and written communication skills.
- Exceptional phone skills and professional etiquette.
- Ability to handle irate/upset customers.
- Ability to learn technical concepts quickly
- Knowledgeable of multiple internet browsers and basic HTML concepts
- Solid schedule adherence and dependable attendance
- Demonstrated strong teamwork and interpersonal skills
- Strong organizational and multi-tasking skills
- Ability to track information and organize material effectively.
- Positive attitude
- Sound judgment
- Demonstrated self-confidence
- Strong work-ethic
- Highly productive