English Customer Support Representative

Job Description

• Provide exceptional support for our applications and associated services
• Answer phone calls, chat, and emails to troubleshoot issues customers face when using the client’s products, including account access, setting up templates, sending documents, billing, etc…
• Meet and exceed your service level goals
• Achieve ~ 90% or higher on closed case surveys
• Achieve 10% or less for call abandonment rate
• Utilize support tools and resources necessary to get the job done, including e-mail, chat, telephone, and SalesForce
• Proactively identify improvements to the product, identify bugs, and otherwise determine opportunities to enhance the customer experience.

Job Requirements

• English proficiency C1 (spoken, written)
• General understanding of internet technologies
• Understanding of Windows XP and Apple OS 10 a plus
• Ability to work in a collegial fashion with peers in other organizational units
• Ability to work independently and problem solve in a rapidly changing and sometimes ambiguous environment
• Previous experience in a customer or technical support role a plus