Provides accurate and timely software support to customers via telephone, email and chat. Manages support issues of a complex and technical nature with varying degrees of priority. Addresses incidents within predetermined service levels, requiring the ability to multi-task and prioritize. Insures that needs of customers are met. Champions' customer concerns regarding possible product defects/design issues.
Provides technical support via telephone, email and chat.
Educates customers on the use of products.
Assists in testing new and enhanced products.
Accurately records and maintains incidents in accordance with department standards.
Champions customer issues from feedback stage through delivery of solution.
Assists Development and Implementation staff in resolving product issues.
Validates and reports customer submitted bug reports.
Participates in department team meetings.
Assists in special projects and other duties as assigned.
1 year of technical support experience
Ability to type a minimum of 50 wpm, prefers 60 wpm
Excellent written and verbal communication (includes being a good speller)
Ability to learn quickly.