Position Summary :
As a member of the Customer Support team, you will leverage product skills to resolving customer cases. As a Customer Support expert, you will enable customer success by helping customers overcome product challenges while providing a best-
in-class customer experience. You are responsible for assisting a wide range of day-to-day operational execution from handling internal and external clients with technical support requests, and ensuring cases are logged, prioritized, and resolved in a timely manner.
As a member of the team, you must : be driven, determined, self-motivated, possess good analytical skills, be a genuine people person, be team oriented, and project a confident, professional demeanor.
This role demands working in the night shift.
Essential Duties and Responsibilities :
Responsible for providing Level 1 front-line troubleshooting and application support for multiple customers.
Provide exceptional interactive support by telephone, email and in Social Media to satisfy customer’s needs.
Going the extra mile to follow-up with customers, ensuring issues are resolved and customers are satisfied.
Provide specifications for the configuration of systems, applications, and other details when necessary.
Evaluate and troubleshoot customer and client issues while tracking specific details in our incident management ticketing system.
Interact with internal and external department resources for problem determination, resolution, and escalation.
Test newly fixed bugs prior to deployment by the engineering team as needed. And able to translate technical information to plain language for easy to understand by customers.
Work within a team of other support professionals including other Tier1 / Tier2 Engineers to provide world class solutions and exceptional customer service.
Collaborate with engineering team during design and implementation phases of projects.
Share best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base.
Help maintaining customer facing and internal Support knowledgebase articles.
Be a leader in the group, both on execution and knowledge sharing.
Position Qualifications :
Working knowledge of systems / incident management tools such as Jira, Salesforce, and basic SQL etc.
Ability to act in a responsive and sensitive manner to all customer inquiries.
Excellent troubleshooting, debugging, documentation, and communication skills.
Excellent oral and written communication skills. Must have excellent phone and e-mail etiquette.
Strong Business Acumen
Detailed, organized and results oriented
Proficient working on desktop computers in a windows environment; a working knowledge of A Microsoft standard applications such as Outlook, Word, Excel, etc.
General knowledge of software design and implementation is desirable
Preferred Skills :
2+ years experience as technical customer service representative.
Four-year degree or equivalent work experience.
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Quotient is an equal opportunity employer. We are committed workforce diversity without regard race, religion, creed, color, national origin, ancestry, physical disability, mental disability, medical condition, marital status, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, genetic information, age or veteran status.
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