24x5 hour Customer Support. Available for all shifts + Weekend on-call.
Nice to have skills and experience:
Experience reading error logs (XML, json, java, or anything equivalent)
Familiar with system to system connection troubleshooting (IPs, SSL certificates, HTTP errors, etc..)
Great communication skills (we are customer facing and sometimes on conference calls with CTOs or VPs. We require a level of professionalism internally and externally).
Second Language is a plus, especially Spanish, but also Mandarin, French, German, Brazilian-Portuguese
With the customer's best interest in mind, the TSS shows outstanding problem solving and technical skills to effectively solve customer's question and/or technical challenge. Accurately document all customer interaction, research and resolution. Provide login, search, usability, and technical support for multiple proprietary products and services. Provide high quality customer support to internal and external customers via phone, email, and chat. Acquire product knowledge necessary to competently demonstrate the products and services we sell. Train, support, research, resolve and respond to inquiries and escalations received from internal and external customers. Assist customers with installation of product user interface and site navigation. Internal systems knowledge such as CRM, billing, admin tools, website, proprietary tools and production systems. Perform basic browser troubleshooting. Handle reporting needs such as transactional research, volume, and errors within our reporting tools. Escalate issues and work closely with external teams when necessary, until the issue is resolved.
1 year customer service in technical contact center environment or equivalent training, 2 years preferred.
Strong customer focus to interact with customers.
Problem Solving and basic technical skills.
Excellent Customer Service skills.
Excellent written and verbal communication skills. Excellent typing proficiency required. Familiar with Excel/Word/Outlook/PPT/Access/Visio/WebEx/Lync/Skype.
Ability to multi-task and handle incoming calls as well as emails.
Customer Service/Team Player oriented, including international colleagues. Professional attitude and positive demeanor at all times.
Availability to work independently on assigned projects.
Preferred: Spanish or other 2nd language (i.e. German, French, Brazilian-Portuguese, or Mandarin).
Preferred: 2 or 4 year degree or equivalent experience. Preferred: Familiar with system to system connection troubleshooting (IPs, SSL certificates, HTTP errors, etc..)
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact email@example.com or if you are based in the US you may also contact us on 1.855.833.5120.