VERSANT is expanding our Ecommerce Support Team. Our team demonstrates a passion for proactively providing customer resolution, effectively troubleshooting, and excellent customer service. If you share these passions, in addition, to being in a high-energy, fast-paced culture, this is the job for you. Job Duties Efficiently handles escalated cases and communicate additional escalations as needed. Effectively review all details pertaining to cases and actively investigate customers' needs through questioning and proactive listening skills. Provide excellent customer service through multiple channels (email, web, mobile, social, phone). Demonstrate product knowledge by using available tools and systems when responding to inquiries. Participate in efficient daily workflow processes through the use of operational metrics to gauge performance and timely service. Connecting with customers to capture their feedback to improve our customer experience. Able to remain flexible and energetic during high-stress times. Research, address, track, and close all customer related queries, managing high priority issues by working with cross-functional teams. Contribute to knowledge database, FAQs, and other customer documentation. Basic Requirements Detail-oriented and precise communication skills Able to be self-motivated and have good time-management in a fast-paced working environment Strong typing and writing skills Strong active-listening and deductive logic skills Able to use multiple tools/systems simultaneously High energy and engaging personality with the ability to convey patience and calmness in stressful situations Strong troubleshooting skills and the ability to problem solve complex technical issues. Ability to translate technical information to a non-technical customer.
