Online Support Representative

Online Support Representative
 
Description:

Provide the highest level of customer service. The ability to anticipate customer needs and implement solid solutions derived from multiple information sources is crucial to meeting and exceeding customer service objectives and communicating accurate information. The drive to support new technology and systems, the dexterity to enlist the assistance of others, as well as the capacity to synthesize large amounts of information are surpassed only by the goal of earning customer loyalty by serving them with courtesy, timeliness, and respect.

 Be bold. Be passionate. Be decisive. Learn Fast. Win together.  Deliver AWESOME! 

Requirements: 

• Applies defined practices, procedures and company policies to triage, troubleshoot and resolve known issues and address routine customer questions.
• Works on assignments that are routine or semi-routine in nature. Follows standard practices and procedures.
• Identifies, communicates and potentially participates in process improvements.
• Frames and escalates most issues that are not found in existing resources that support SSRs.
• Receives detailed instructions on most assignments; follows established procedures on routine work.
• Frames, updates and re-uses knowledge and provides input to existing knowledge or frames the problem to be solved. Creates knowledge content (articles) when they have a known solution that is not documented.
• Accountable for specific up-sell / cross-sell targets in some BUs
• Analyzes and diagnoses problems and applies known solutions.
• Understands the most commonly applicable offerings and can proactively apply the offering capabilities to the customer situation; recommends additional offerings when appropriate.
• Proficient in general computer technical skills; differentiates problems caused by our offerings  vs. other causes.
• Communicates (verbal and written) complex issues in ways that the customer easily understands and can successfully apply the solution.
• Flexes communication style to match the customer need. Diffuses emotional customer situations effectively and recognizes when to escalate.
• Summarizes and communicates customer problems effectively to higher tier support and supportability resources.
• Effectively documents and shares problems and solutions.

We are looking for the next Customer Service Superstar to join our team! 

Please Click to Apply!