Technical Support Representative

Job Description

JOB DETAILS

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.
• Must be legally eligible to work in USA/Canada/Ireland/Spain.

RESPONSIBILITIES

• You’ll provide exceptional customer support to end users. Help customers resolve day to day challenges by delivering innovative and scalable resolutions.
• You will respond to email, online and telephone client support requests.
• You’ll troubleshoot, triage and resolve customer support issues; providing concise details to internal teams and to the customer
• You’ll 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.
• You’ll capture details of support requests in ticketing system powered by Zendesk.
• You’ll ensure client support tickets are resolved in a fast and professional manner and comply to the agreed Service Level Agreements.
• You’ll facilitate relationships across various customer teams, internal teams and departments to further strengthen our customer partnerships.
• You’ll help test fixes provided by the Development team and incorporate them into client systems.
• You’ll 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.
• Some travel may be required to provide customer training. Travel is estimated to be less than 10%.
• Other duties as assigned.

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