Technical Support Representative
New
F
FoundantSoftware Solutions
United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- Minimum of one (1) year experience in a similar role.
- Required Skills
- Analytical SkillsProblem SolvingTechnical supportCustomer SuccessZendesk
Requirements
- Bachelor’s degree in any Technology, Engineering, Sciences, Mathematics (STEM) field or equivalent experience.
- Minimum of one year experience in a similar role.
- Successfully managed customer engagements to completion and client satisfaction.
- Exceptionally strong and professional communication skills.
- Client service oriented with a belief in teamwork, collaboration, adaptability and initiative.
- Excellent follow-through with minimal management.
- Excellent analytical and problem-solving skills.
- Ability to interact effectively with non-technical and technical users.
- Ability to prioritize and balance multiple tasks.
- Must be able to travel less than 10% of the time to provide customer training.
Responsibilities
- Provide exceptional customer support to end users.
- Respond to email, online and telephone client support requests.
- Troubleshoot, triage and resolve customer support issues; providing concise details to internal teams and the customer.
- Analyze each issue for root cause and escalate 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.
- 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.
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