Technical Customer Support Associate (Job ID: 2599) Atlanta GA

Published: March 30, 2018
Location
Job Type
Category
Salary
commensurate to experience
Start Date
as soon as possible
End Date
full - time or contract to hire

Description

Technical Customer Support Associate
we pride ourselves on our communication skills, problem solving abilities and honesty with our client base.

  • This is a fantastic opportunity to develop and grow with an incredible team.
  • Responsibilities Prepare for customer inquiries by studying products and services.
  • Understand customer requirements so as to provide appropriate clarifications and solutions.
  • Assist customers to accurately and concisely describe their technical issues, including identification of affected product(s), problem statement, severity, and expected resolution Diagnose and resolve both simple and complex technical issues.
  • Take ownership of customer issues and follow problems to resolution.
  • Correspond in an accurate and timely manner with customers as appropriate Confirm customer understanding of the solution and provide additional education, as needed.
  • Communicate effectively and collaborate with individuals/teams to ensure customer success.
  • Work with the VP of Customer Support to set clear goals and missions and deploy strategies focused on those goals.
  • Assist in the development and improvement of support procedures, policies and standards.
  • Keep accurate records while documenting customer service actions and discussions.
  • Analyze statistics and compile accurate reports.
  • Keep ahead of industry developments and apply best practices to areas of improvement.
  • Maintain an orderly workflow according to priorities. Assist groups involved in system testing and diagnostics by gathering necessary data to understand and solve problems.
  • Requirements 2+ years experience providing Support/Technical Support in software or telecommunications. Excellent client-facing communication skills both written and verbal.
  • General understanding of a call center.
  • Ability to quickly learn and understand the basic components of a complex technical product line.
  • Research skills to be able to find answers from a variety of sources, including product documentation, product testing, colleagues, and Technical Support staff.
  • Ability to multitask and prioritize in a highly challenging time-critical environment.
  • Working knowledge of customer service software, databases and tools.
  • Awareness of industry‚Äôs latest technological trends and applications.
  • Advanced troubleshooting and multi-tasking skills.
  • Working knowledge of Telecom/VoIP/SIP.
Apply

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