Technical Support (Unresearched)

[cwoods333]

As part the support team you will be responding to clients with questions and technical problems that may occur with their web based support tools. You will respond to online trouble tickets, field customer calls and inquiries, and troubleshoot with clients to isolate problems and walk-through corrective measures. You will actively work as a point person of communication for clients and internal teams for information on both our product and our customer base.

DUTIES:

• Respond to, troubleshoot, and route tickets for the client base under contracted Service Level agreements
• Answer telephone questions and inquiries for customers
• Work closely with all other teams to exchange knowledge and expertise
• Assist teammates and supervisor in the identification of common issues, high priority issues, and places for improvement within the organization
• Identify knowledge base appropriate material and generate draft content for the self service content group
• Present key information during weekly departmental meetings
• Identify and submit feedback on needed product improvements
• Monitor application performance and proactively identify problems
• Complete side projects assigned by supervisor as time permits

Requirements:
• 1-2 years experience in technical support, technical consulting or development preferred
• Excellent problem solving skills
• Excellent oral, written, presentation skills
• Troubleshooting skills with software, computing and networking
• Strong understanding of Internet technologies
• Ability to work as member of a team as well as independently to solve technical problems
• Ability to learn quickly and adapt to an expanding and changing product suite
• Familiar with CRM industry and SaaS model preferred
• Familiarity with and knowledge of server technologies, html, asp.net, xml, ftp, Web application architecture and troubleshooting, programming a plus

PROFILE:
• Strong customer service and follow-up skills, as well as a deep commitment to being a client advocate
• Strong communication (including writing) skills and knack for interacting with both customers and team members
• Ability to address customer issues effectively and see issues through to resolution
• Strong analytical and organization skills
• Ability to develop a technical strategy to resolve issues, and to creatively work through more advanced issues with outside the box' thinking
• Energetic and positive approach to learning and completing tasks
• Ability to prioritize tasks within a multi-tasking environment
• Self-sufficient nature and dependable within a small dynamic team
• 'Whatever it takes' attitude toward delivering excellent client experience for all clients including a proactive attitude toward teamwork
• Ability to be 'cool under fire' and maintain a professional attitude at all times

How To Apply:
If you are interested in this opportunity, please visit Technical Support Job

Good Luck!!!

Carlene