Job Description
Customer Support Experts are responsible for receiving inquiries from live customers during their usage of products and providing the appropriate service to address those inquiries. Inquiries from customers may consist of questions related to product functionality, reports of the product not working as expected, and/or other topics related to access, configuration and usage. Customer Support experts address these inquiries through providing prompt communication with customers through various channels; testing, troubleshooting and analysis; research or internal consultation on product functionality; performing administration or configuration tasks via internal tools; transferring or escalating issues to another internal group when appropriate.
- Receive inbound
support cases via email, web form, telephone and/or live chat
- Create, track, and
update support tickets using software tools
- Address support cases
in a timely manner as per the established standards for the role, functional
area and/or business unit
- Provide clear and
accurate communication with customers through various channels
- Perform testing,
troubleshooting and analysis activities as required to address support cases
- Maintain high
standards of verbal and written communication at all times, internally and
externally, including, spelling, grammar, tone and appropriateness
- Perform research,
internal consultation and collaboration regarding product functionality
relevant to support cases
- Perform
administration or product configuration tasks via internal tools when
appropriate as part of support case resolution
- Communicate,
collaborate with and escalate to partners and other third-party vendors as
required to address support cases
- Be able to
independently address support cases regarding core functionalities, common
“how-to” questions and known issues related to the assigned product(s)
and area(s) of responsibility
- Remain up-to-date
with latest product releases
- Demonstrate an
ongoing commitment to increasing knowledge of our products in the assigned
and related area(s) of responsibility
- Identify cases which
must be transferred or escalated to another internal group such as Tier 2
Support, Customer Success Managers, Product
- Management or Customer Support
leadership
- Identify, reproduce,
document and escalate potential product defects as per defined processes for
the functional area and/or business unit
- Meet or exceed
quantitative and qualitative performance standards as defined for the role,
functional area and/or business unit
- Collaborate with
other cross-functional teams including Customer Success Man
- Act as an internal
technical product knowledge resource in collaborative training, testing and
troubleshooting activities with peers and Tier 1 CSE Is
- Assist in onboarding
of new Tier 1 CSE I hires through job-shadowing activities and encouraging
adoption of processes and standards
RequirementsEducation:
•Bachelor’s or Associate’s degree in Business Information Systems, Information Technology or similar field, and/or equivalent experience
Experience
Preferred:
•1 year experience in a technical support role using SQL and Linux in a professional capacity
•1 year experience of software support, customer service and/or transferable experience
Additional Eligibility Qualifications
Required Skills:
•Ability to write basic-to-intermediate level SQL queries
•Understanding of relational database structure
•Basic Linux command line experience
•Ability to communicate technical information to non-technical clients in a clear, articulate manner both written and verbally
•Great interpersonal skills to be able to work with clients and multiple departments
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