Customer Service Representative

Customer Service Representative

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

The Qualys Cloud Platform and integrated suite of solutions help businesses simplify security operations and lower the cost of compliance by delivering critical security intelligence on demand and automating the full spectrum of auditing, compliance, and protection for IT systems and web applications. The Qualys service is used today by many customers globally, including a majority of the Forbes Global 100, and performs more than 1 billion IP scans/audits per year.

The Customer Service Team is responsible for managing the prompt resolution of global customer and partner service requests in a highly secure environment. The primary function of this position is to ensure that each customer interaction is a friendly, professional experience that addresses the customer's needs at all stages of the Qualys customer service lifecycle. The Customer Service Representative (CSR) works closely with Technical Support, Finance, Sales, Alliances, and Operations to ensure high customer satisfaction across all transactions. Customer relationship building and teamwork are key success criteria for this role.

Responsibilities:

• The CSR is responsible for processing customer service, administrative, and technical requests via phone and email to support Qualys customers and partners.

• Perform account administration, including account creation, updates, and ongoing maintenance that arise from customer usage of the Qualys product line.

• Processing and provisioning of sales requests (New Business, Renewals, and Upsell).

• The CSR is also responsible for coordinating logistics support for the Qualys Scanner Appliance, a critical computer appliance that delivers our primary service.

• Logistic management of the Scanner Appliances, processing and tracking of global Appliance shipments for new prospects, customers, and partners, as well as the processing of Appliance RMAs.

• Maintain and update Standard Operating Procedures (SOP) using the Customer Support Wiki

Qualifications:

• Full-time position requires a minimum of 2+ years of relevant experience in a customer service role or similar customer-facing job function

• Must be willing to work day and night shifts to support global requests. Preferred to have PO/Sales order processing understanding/experience

• Must have experience with international and domestic shipping

  procedures

• General knowledge of CRM applications is preferred. NetSuite and Salesforce experience a definite plus

• Must possess exceptional customer service skills and have a demonstrated track record of prior success in delivering industry-leading customer service

• Must have exceptional organizational skills, attention to detail, and time management skills

• Must have outstanding problem-solving, troubleshooting, and analytical skills. Experience in a SaaS environment is a plus

• Must be an excellent written and verbal communicator via telephone and email communication

• Requires proficiency with applications such as Google Apps, Microsoft Word, Microsoft Excel, Safari, Internet Explorer, Firefox

• Must possess general knowledge of computer networking concepts, products, and protocols

• Must be able to adapt and excel in a dynamic and fast-paced environment

• Must be a team player with high integrity and a strong work ethic

• A college education in a technical or accounting field, or foreign trade, is preferred