Associate Customer Support Technician

Position Overview

We're searching for an Associate Customer Support Technician to join our outstanding Support team in this Remote work opportunity. In this position, you will assist our customers with any questions or problems they may have regarding software, hardware, or any other products purchased from our company. You will provide friendly, informed, and efficient customer service via telephone, Internet chat, and email.

To keep us headed in the right direction, we’re looking for people who understand winning is a team sport, who value and seek to learn from our team’s diverse experiences and backgrounds, who welcome a challenge and take risks in the pursuit of creating better outcomes for our customers, and who can, at any given time, step back to laugh and have some fun.

What You’ll Do as an Associate Customer Support Technician

• Answer real-time customer phone, email or chat inquiries related to questions or problems customers are encountering with our software applications.
• Triage and troubleshoot problems with customers to understand and document the nature of such problems.
• Focus on problem resolution while providing effective, proficient customer service in a professional and courteous manner.
• Communicate and escalate issues you are unable to resolve to the proper level/area of customer support when necessary.

We’re Excited to Learn More About You

Your experience may include:

• 1+ years of customer service experience.
• Strong written and verbal communication skills; strong telephone skills.
• Experience working with technology and Microsoft applications.

You may have other skills or credentials, including:

• Experience in a real-time, customer support center; preferably supporting business-to-business services or technology of some kind.
• A passion for problem-solving and providing a high level of customer care.
• Confidence in interacting and learning about various technology applications, software, network infrastructure.
• Experience with case management systems such as Salesforce, Freshdesk, Talkdesk, Jira etc.

Location

Candidate will need to reside in North America, working arrangement will be remote.

We know that talent comes from all backgrounds and experience levels. We encourage military members and their spouses, as well as candidates without a degree or a background in tech to apply!

Key skills/competency

• Customer Service
• Technical Support
• Software Troubleshooting
• Hardware Support
• Problem Resolution
• Communication Skills
• Case Management Systems
• Microsoft Applications
• Telephone Support
• Email/Chat Support