Vacancy expired!
Job Description
Primary Responsibilities: • In this role, you will be the first point of contact for all customer requests/application support escalations. • You will provide customer support via phone and email. • You will utilize remote software to assist customers in resolving technical issues and document all customer interactions in case management software (ticketing) in a timely manner. • You will manage a case load by promptly answering support related emails, phone calls, and other communications. • You will also need to assist developers and other support team members with obtaining data/details for troubleshooting purposes. • You will also serve in a BA (Business Analyst) capacity to review, analyze, and evaluate business systems and user needs and translate those into functional specifications that will use to provide world-class project management software to the customer. • You are the voice of the customer and their advocate . Requirements: • Excellent communication (verbal and written), interpersonal, organizational, and presentation skills. • 3 years of experience in technical support positions (specifically in application support). • Business analyst experience (review, analyze, evaluate business systems and user needs). • Ability to train customers in the use of software and applications (teaching at their level). • Experience with ticketing tools such as: Zendesk or Salesforce Service Cloud. • A calm, cool head with a focus on issue resolution in a fast-paced, high-pressure environment. • Self-motivated, proactive, detail-oriented, and organized. • Able to learn and understand new technology quickly.Vacancy expired!