Key skills
SalesforceCommunicationProblem Solving
About this role
Role Overview
- Provides support to customers via phone, email, chat, and online help channels
- Provides answers to clients for basic, general questions about products and orders
- Assists with billing and invoice issues, such as payments, refunds, order replacements and cancellations
- Provides general how-to guidance and user information with company software products
- Provides troubleshooting assistance of errors or issues with company software products; including identifying the issues, researching answers, and elevating to next level of support for resolution when required
- Logs customer contacts into ticketing system for handling, tracking, and follow up of customer issues and needs
- Responds to customers in a timely and efficient manner within designated service level agreements
- Assists in identifying areas of improvement for clients, and user training of supported software and programs
- Assists in improving system performance by identifying problems and recommending changes
- Requires good interpersonal and customer service skills
- Must be able to work in a multi-task environment with limited supervision
- Must be able to sit for extended periods of time
- Must be able to work rotating shifts
Requirements
- Previous call center/customer support center experience preferred
- Requires good written and oral communication skills
- Problem Solving and Conflict Resolution
- Ability to multi-task, prioritize, and manage time effectively
- Proficient in Microsoft Office products, including Word, Excel and SharePoint
- Ability to learn and provide support to software at a rapid pace
- Experience with Salesforce and other software applicable to day-to-day tasks.
Benefits
- medical, dental, vision, life and LTD insurance
- HSA
- 401(k) retirement plan