Vacancy expired!
Minimum Required Qualifications:
- 2+ years' experience interacting with customers in a software support environment for an application(s) other than a MS product(s)
- Strong customer service, problem solving, technology skills with strong writing skills
- Intermediate proficiency in the following technologies: MS Windows, MS Office
- Able to multi-task while listening to or chatting with the customer, documenting in the Case Management system, and/ or researching the solution to the caller's issue
- Read and analyze application logs
- Proficient in Internet related applications such as E-Mail and FTP clients and Web Browsers
- Ability to be flexible with scheduled work hours in a 24x7x365 environment depending on business needs
- Basic SQL database skills to write and work with simple queries
- Bachelor of Science degree in computer science or Computer Software development or related discipline; or 3+ years' experience in computer science or computer software related discipline.
- Exemplify a superior customer experience by modeling such behavior in all customer interactions
- Resolve technical problems and answer queries by telephone or email in support of customers that utilize system solutions.
- Diagnose, identify, isolate and analyze problems, documenting them in incident tickets and routing to correct support teams when required.
- Collaborate with development engineers to troubleshoot and support complex customer issues. Communicate effectively and timely with the customer until the issue is resolved.
- Maintain and update records and tracking databases. Provide input to management regarding recurring problems and patterns of problems.
- Deal with customers of varying knowledge and skill sets courteously at all times, creating a collaborative environment of support/problem and demonstrating a desire to provide service of excellence to the customer.
- Provide WebEx or On Site demonstrations
- Ensure customer prospect profile maintenance in Salesforce
- Coordinate with department manager to identify and complete other projects and tasks to meet business goals
Vacancy expired!