Customer Support Representative - SAAS

Location : This is a 100% remote opportunity for applicants residing in India.

Who You Are :

- The primary role of the Customer Support Representative would be to act as a technical resource to our customer base for our suite of software features. A qualified Customer Support Representative possesses the ability to troubleshoot product issues and has experience supporting software solutions preferably within the technology industry.

What You'll Do: Today :

Soon :

- Provide exceptional customer service inclusive of excellent communication, responsive follow-through, and advocacy for customer issues within internal departments.

- Use judgment within defined practices and procedures.

- Work directly with other support team members of all levels, as needed.

- Maintain solid customer relationships by handling their questions and concerns with speed and professionalism.

- Be accessible and available to multiple customers.

- Establish priorities and communicate rationale and time-frame clearly to customers.

- Suggest articles to the knowledge base in an effort to promote self-help for our customers.

- Be readily available with camera on to assist customers via Zoom video calls and address their questions or concerns.

- Receive and record incident-related information over the phone, chat, email (and other) channels using a variety of tools, techniques, and procedures.

- Conduct analysis, gather information (i.e. click steps, logs, screenshots), and troubleshoot customer issues.

- Resolve issues that require a broad range of troubleshooting skills related to software functionality/configuration, the Internet, hardware, networking, and general technical issues pertaining to our software solution.

- Work directly with team members to resolve customer issues and request enhancements for our products.

- Actively contribute to a growing knowledge network that improves the effectiveness of our team and the information available to our customers.

- Participate in the testing of new product releases.

Eventually :

- Resolve or recommend resolutions to customer problems.

- Other duties may be assigned and/or modified as business needs change.

What You'll Bring :

- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience/Education/Certifications Required :

- 3+ years of prior technical support experience fielding and resolving technical inquiries in a well-structured professional manner.

- Strong technical aptitude, analytical and troubleshooting skills.

- Demonstrated ability to maintain self-control while defusing stressful customer situations.

- Excellent customer service attitude.

- The ability to be a team-player as well as work independently.

- Excellent note-taking skills.

- Experience with ticketing systems.

- Experience working with a combination of inbound calls, chats, and follow up emails to the customer for exceptional customer service.

Additional Skills Required :

- Fluent in English.

- Demonstrated verbal and written communication skills.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.