Technical Customer Support II

Resolves problems with customers via telephone, email using technical product knowledge and strong interpersonal skills. Troubleshoots problems with appropriate applications, products and vendors. Identifies and documents customer issues, and escalates complex issues. Understands multiple applications and platforms.

Responsibilities:

• Serve as a proactive product expert to customers.
• Manages multiple tickets related a spectrum of technical problems
• Respond and resolve the customer submitted issues through case management systems or emails in a timely and professional manner.
• Solves problems in a timely manner using full understanding of the product functions and features and customer environment
• Configure the web application software based on customer needs.
• Testing web-based applications to find the best suitable solution for the customer.
• Document software application features
• Set up a call with the customer to troubleshoot the issues and a weekly call to go through pending issues keeping the client apprised of status.
• Learn the software product suite as quickly as possible to serve the customer better.
• Provide workaround to the problems when the standard function has failed and ensure issues are resolved promptly.

Qualifications:

• Bachelor's degree required
• 2-5 or equivalent combination of education and experience, or 5+ years of equivalent work experience
• Demonstrates the ability to articulate technical issues in simple to understand terms to both management and customers
• Demonstrates leadership qualities
• Demonstrates strong customer service and communication skills