Customer Service Technical Support Representative job vacancy

Vacancy expired!

Customer Service Representative/Technical Support

New York, NY (3 days a week onsite)

Full time opportunity

Role Overview We are seeking an experienced Customer Service Representative to lead the customer experience through direct technical support. Responsibilities include diagnosis, troubleshooting, escalation, and making recommendations to improve upon current processes. The ideal candidate will have technical aptitude, approach all issues with curiosity, have great communication skills and be resolution driven. The role requires four years of experience providing white glove customer service in a technical SAAS environment.Responsibilities

Provide diligent technical support to customers by following the company's procedure to diagnose, troubleshoot, guide customers with specific features or escalate as necessary
Respond to incidents within SLA, or within a timely manner; with appropriate level of urgency, and follows up with customers on all issues
Use Jira to record and track all support work
Maintain detailed activities, records, and service reporting documentation for customers
Analyze and report product malfunctions, customer feedback, and reoccurring issues
Liaison with other departments and third-party vendors when necessary
Document and enhance processes and procedures

Required Qualifications

Bachelor's Degree and 4 years of relevant work experience

Experience providing technical troubleshooting assistance in a SAAS environment
Experience with Jira, MS SQL. Knowledge about OFX and FDX protocol
Excellent customer service skills
Strong written and verbal skills
A desire to learn and stay up to date on current and emerging technologies

ID: #49460801
State: New York New york city 10045 New york city USA
City: New york city
Salary: Depends on Experience
Job type: Permanent
Showed: 2023-03-13
Deadline: 2023-05-10
Category: Customer service

Customer Service / Technical Support Representative