Account Support Representative

The Support Rep is responsible for handling incoming customer calls. This may include clarifying the use of a particular aspect of the product or in-depth discussions to resolve a complex technical problem.

Responsibilities:

• Resolve issues raised by customers via phone, email, and chat
• Encourage customers to use best practices to prevent future issues
• Provide in-depth technical support to customers and account managers regarding typical computer and network issues in various environments
• Clearly document issues for engineering to foster swift communication and rapid resolution
• Provide product feedback to engineering based on observing use cases
• Test product enhancements/fixes prior to release to customers
• Document all customer interactions using a case tracking system
• Continually update status of open cases to customers and account managers

Required Skills/Experience:

• Strong phone and written communication skills
• Upbeat and pleasant phone demeanor
• Fast learning, self-motivated and proactive team player
• Familiarity with interacting with Directors and executives
• Ability to work effectively with demanding customers
• Ability to communicate technical concepts in the most simple of terms
• Analytical and problem-solving skills
• Experience troubleshooting in 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
• Schedule flexibility
• Bachelor's degree

Back to Careers