Technical Support Representative
New
USA/Canada/Ireland/SpainFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- One (1) year
- Required Skills
- Zendesk
Requirements
- A Bachelor’s degree in any Technology, Engineering, Sciences, Mathematics (STEM) field or equivalent experience
- Minimum of one (1) year experience in a similar role
- Successfully managed customer engagements to completion and client satisfaction
- Exceptionally strong and professional communication skills
- Must be client service oriented and believe in teamwork, collaboration, adaptability and initiative
- Excellent follow-through with minimal management
- Excellent analytical and problem solving skills, combined with the ability to provide quick resolution to problems
- Demonstrable success in thinking strategically, executing tactically, while providing consistent and high levels of client satisfaction and retention in a fast paced environment
- Ability to interact both effectively with non-technical and technical users
- Ability to prioritize and balance multiple tasks
Responsibilities
- Provide exceptional customer support to end users.
- Help customers resolve day to day challenges by delivering innovative and scalable resolutions.
- Respond to email, online and telephone client support requests.
- Troubleshoot, triage and resolve customer support issues; providing concise details to internal teams and to the customer
- Analyze each issue for root cause, determining if the issue could have been prevented by changes in software or business process, and escalating to subject matter experts with recommendations.
- Capture details of support requests in ticketing system powered by Zendesk.
- Ensure client support tickets are resolved in a fast and professional manner and comply to the agreed Service Level Agreements.
- Facilitate relationships across various customer teams, internal teams and departments to further strengthen our customer partnerships.
- Help test fixes provided by the Development team and incorporate them into client systems.
- Advocate new platform features and assist clients in the adoption of new products via upgrades and configuration changes. Provide instruction and documentation to ensure the technical success of these initiatives.
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