Answer incoming support requests from internal/external sources to maintain acceptable service levels
Provide a pleasant and professional customer experience
Follow all company processes, policies, and customer requirements
Utilize the department?s knowledge base to determine proper troubleshooting course of action
Guide customers through manual resolutions when necessary
Provide remote connectivity support via any of the available methods
Manage assigned tickets, providing timely updates and/or resolution to meet the costumers SLA
Identify new problems and contribute information necessary to document resolutions
Provide support to troubleshoot and resolve technical issues reported by customers.
Responsible for all technical support related aspects at a specific customer: escalations, performance, system installations, improvement programs and upgrades.
Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
Identify and escalate priority issues that need immediate attention.
Take ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution or escalation.
Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.
Outstanding analytical and organizational abilities.
Ability to remain calm, composed and articulate when dealing with tough customer situations.
Ability to work independently with little direct supervision and as a part of a team.
Excellent relationship management, customer service and communication skills in variety of forms (Email, live chat, conference calls, in-person.)
Passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment.
Qualifications
Answer incoming support requests from internal/external sources to maintain acceptable service levels
Provide a pleasant and professional customer experience
Follow all company processes, policies, and customer requirements
Utilize the department?s knowledge base to determine proper troubleshooting course of action
Guide customers through manual resolutions when necessary
Provide remote connectivity support via any of the available methods
Manage assigned tickets, providing timely updates and/or resolution to meet the costumers SLA
Identify new problems and contribute information necessary to document resolutions
Provide support to troubleshoot and resolve technical issues reported by customers.
Responsible for all technical support related aspects at a specific customer: escalations, performance, system installations, improvement programs and upgrades.
Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
Identify and escalate priority issues that need immediate attention.
Take ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution or escalation.
Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible.
Outstanding analytical and organizational abilities.
Ability to remain calm, composed and articulate when dealing with tough customer situations.
Ability to work independently with little direct supervision and as a part of a team.
Excellent relationship management, customer service and communication skills in variety of forms (Email, live chat, conference calls, in-person.)
Passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment.
