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Job Description
We are currently seeking a friendly and highly skilled Technical Customer Success and Quality Assurance Representative to provide support to our customer base. Must be able to provide support via phone, web, and email, as needed. Excellence in customer service skills is a must. A background in IT support, grocery, or retail is also desired. We are looking for a self-motivated person who is passionate to take ownership of customer success and be on a winning team!
We are looking for an employee with:
Exceptional customer service skills and excellent verbal and written communication skills to provide prompt and accurate feedback to customers
Ability to document and communicate technical information to non-technical parties
Ability to explain complex information in simple, clear terms to a non-IT personnel.
Excellent time-management skills and the ability to work both independently and collaboratively
Commitment to documenting knowledge in the form of knowledge base notes and articles
Ask customers targeted questions to quickly understand the root of the problem or need
Ability to think on your feetĀ, assessing and planning troubleshooting strategies and solutions while collecting information about a customer's issue.
Logical thinker, with analytical and problem-solving skills Aptitude for problem-solving
Ability to focus and follow-through to resolution of issues
Ability to diffuse tension and work the issue at hand
Strong computer skills needed to research, diagnose, troubleshoot, and identify solutions to customer issues
Self-motivated and focused with a passion for technology
Qualifications:
Experience working in a customer support environment
Grocery or Retail experience a bonus
Passion for technology and to learn
Expert level in Microsoft Suite of Products
Experience and or willingness using Zendesk or other CRM applications
SQL knowledge a bonus
Customer Success Responsibilities
Learn and become proficient at all aspects of customer facing software while working with our QA team
Educate customers on how to use software
Create self-help documentation / videos on how to use new or existing features
Demo software to customers
Create marketing coupons, emails, tasks, and campaigns and provide results using software
Investigate tier 2 support tickets that take database and/or technical research
Document and escalate to the Engineering team when a support ticket becomes a bug
Implement KPIs and reporting dashboards to measure customer success opportunities for leadership that will drive process changes
To apply please respond with cover letter and resume
