Technical Customer Support

Job Role: Technical Customer Support

Location: Westminster CO - Remote - Hybrid

Contract Role

Job Description:

• Engage with customers in a friendly empathetic and professional manner to establish rapport and build trust. Actively listen to customer concerns ask clarifying questions and demonstrate genuine care for our customers technical issues.
• Thoroughly review all customer communication using plain language to ensure understanding and asking for feedback to ensure effective communication.
• Provide quick responses to approximately 25 email requests and 10 phone requests per day to help ensure team SLAs are met.
• Proactively manage individual queues and backlogs addressing and resolving aging requests to ensure timely and efficient handling while maintaining optimal workflow.
• Document customer interaction for each case including contact information how the customer is experiencing the issue and troubleshooting steps.
• Document cases for customer requests from all channels: phone calls chats emails and queues.
• Assist customers with account and subscription management process refunds along with technical issues related to SketchUp:
  • Billing and invoicing
  • Account authorization
  • Entitlement management
  • Download and installation
  • SketchUp Extensions
  • Crash identification
  • Bug tracking
• Effectively apply and exhaust relevant knowledge base content and other resources to efficiently qualify escalation of customer requests.
• Adhere to prescribed communication and incident protocols ensuring swift and effective dissemination of information to the appropriate channels when required.

Maintain and refresh knowledge of products promotions and internal systems through training and continuing education.

Skills: What Skills & Experience You Should Bring

• Bachelors Degree or equivalent experience in a customer solution environment
• 2 years of experience supporting customers via chat email and phone
• Customer-focused approach that ensures all interactions and solutions are tailored to meet the needs of our diverse customer base
• Technical proficiency and familiarity with computer systems software and Google Suite
• Excellent communication skills including active listening empathy and patience with the ability to adapt communication styles to different audiences
• Time management and prioritization skills enabling high-quality and time-sensitive customer communications
• Attention to detail while working through issue discovery and documenting case notes
• Able to maintain composure and professionalism during high-pressure situations
• Troubleshooting skills to swiftly identify diagnose and resolve technical issues ensuring minimal downtime and optimal system functionality for customers
• Comfortable working in a remote environment with occasional in-office meetings

Thanks & Regards

Vivek Sharma

Account Manager

Cell:

Fax:

Email:

Vish Consulting Services Inc