Technical Support Representative

Description:

As a Technical Support Representative, you will serve as the first point of contact to customers and require a broad set of skills to cover a wide range of customer issues. In addition, this person must have the confidence to make quick and accurate decisions, use independent judgment on unfamiliar customer needs, foster great customer relationships and have the ability to determine when inquiries should be escalated.

Responsibilities:

• Respond to and resolve low-level and low-complexity customer requests, including but not limited to.
• Password resets.
• Certain configurations (adding drop-down values, custom fields)
• Entering feature recommendations into Pendo.
• Sending how-to articles.
• Additional tasks as needed (will require minimal technical knowledge)
• Take ownership of all customer inquiries related to how-tos and low-complexity configuration requests.
• Communicate through various channels such as email, phone and virtual calls.
• Build strong relationships with customers through timely communication and accurate issue resolution.
• Meet or exceed SLA while providing the highest quality of service.
• Manage Client’s case workload on a daily basis to ensure proper and timely communication with all clients.
• Maintain customer case data integrity within our system of record.
• Adhere to all published processes and procedures.
• Demonstrate a sense of urgency.
• Maintains flexibility and reacts to change appropriately.
• Receive and act on feedback and lessons learned for continual professional improvement and development.
• Take measures to enhance body of knowledge and skill set through training.
• Other duties as assigned by Client.

Qualifications:

• 1+ years relevant work experience
• Exceptional time and project management skills. Ability to manage workload while understanding return on time investment.
• Passionate about problem solving, relationship building and creating customer loyalty by delivering a customer experience second to none.
• Ability to influence both technical and business audiences.
• Exceptional written and verbal communication and interpersonal skills. Articulates thoughts and ideas clearly, concisely, and persuasively, adjusting to different audiences within a customer engagement.
• High degree of comfort managing multiple, competing priorities in ambiguous environments.
• Strong results orientation with a proven track record of flawless execution and strong attention to detail.
• Demonstrated customer service orientation.
• Ability to work both independently and within a team environment.