Account Support Representative

Boardvantage is looking for an account support representative to join our support team. The account support representatives will handle incoming customer calls and serve as the primary contact to customers that require support with our product applications and in resolving complex technical issues. This position reports to the support manager.

Responsibilities:

• Resolve issues raised by customers
• Provide in-depth technical support to customers and account managers regarding computer and network issues in various environments
• Clearly document issues for engineering to resolve technical customer concerns
• Test product enhancements/fixes prior to release to customers
• Document all customer interactions using a case tracking system
• Update status of open cases to customers and account managers to ensure resolution of customer queries

Required Skills/Experience:

• Strong phone and written communication skills
• Upbeat and pleasant phone demeanor
• Self-motivated and proactive team player
• Familiarity with interacting with executives
• Ability to work effectively with demanding customers
• Ability to communicate technical concepts in simple terms
• Strong analytical and problem-solving skills
• Experience troubleshooting in a Windows environment (Macintosh experience a plus)
• Working knowledge of CRM and call tracking systems
• 2 years MS Office Suite experience
• 2 years help desk experience
• Must have schedule flexibility
• Bachelor's degree

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