2+ years' experience interacting with customers in a software support environment for an application(s) other than a MS product(s)
Strong customer service, problem solving, technology skills with strong writing skills
Intermediate proficiency in the following technologies: MS Windows, MS Office
Able to multi-task while listening to or chatting with the customer, documenting in the Case Management system, and/ or researching the solution to the caller's issue
Read and analyze application logs
Proficient in Internet related applications such as E-Mail and FTP clients and Web Browsers
Ability to be flexible with scheduled work hours in a 24x7x365 environment depending on business needs
Basic SQL database skills to write and work with simple queries
Bachelor of Science degree in computer science or Computer Software development or related discipline; or 3+ years' experience in computer science or computer software related discipline.
Responsibilities:
Exemplify a superior customer experience by modeling such behavior in all customer interactions
Resolve technical problems and answer queries by telephone or email in support of customers that utilize system solutions.
Diagnose, identify, isolate and analyze problems, documenting them in incident tickets and routing to correct support teams when required.
Collaborate with development engineers to troubleshoot and support complex customer issues. Communicate effectively and timely with the customer until the issue is resolved.
Maintain and update records and tracking databases. Provide input to management regarding recurring problems and patterns of problems.
Deal with customers of varying knowledge and skill sets courteously at all times, creating a collaborative environment of support/problem and demonstrating a desire to provide service of excellence to the customer.
Provide WebEx or On Site demonstrations
Ensure customer prospect profile maintenance in Salesforce
Coordinate with department manager to identify and complete other projects and tasks to meet business goals
We are an equal opportunity employer and make hiring decisions based on merit. Recruitment, hiring, training, and job assignments are made without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, or any other protected classification. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.