Resolve end user inquiries by utilizing multiple technologies including email, telephony-chat-and-web-based inquiries; Strive for one-call resolution of customer issues while communicating appropriate options in a timely and professional manner; Manage and resolve identified client issues Document information into web-based ticketing system; Provide delightful-efficient-and-accurate resolutions to customer inquiries.
Be the first point of contact to provide immediate and thoughtful support for new and existing customers via email, website inquiries, based and phone-based communication.
Investigate, diagnose and troubleshoot customer issues providing confidence to the customer that they will be well cared for and that their concerns will be resolved.
Process new orders with customers and support them in getting the product that will best meet their needs.
Thoroughly document defects with steps to reproduce and triage them through the defect lifecycle.
Escalate complex issues and or high priority issues to our team.
Record feedback to return to our teams so we can continuously shape our products and documentation material to help support our customer.
Build relationships and empathize with clients through mutual trust and understanding. Provide the highest level of care and attention to each customer.
Must be able to sit for long periods of time (at a computer, speaking with customers)
Strong PC skills to include: Internet, Microsoft Windows, and Outlook
Strong organizational, detail orientation and follow through skills
Strong communication skills and a desire to build customer loyalty