Description
Job Description
Essential duties/responsibilities:
Provide customer support and technical issue resolution via email, phone, LiveChat, and other electronic media.
Communicate and listen to the needs of customers to help them find solutions for their product and technological challenges. Provide guidance/training to customers in the use of all online products.
Troubleshoot issues, determine cause, provide resolution and/or workaround, and document activity. Becoming proficient in all online products.
Escalating technical and/or application issues when necessary.
Creating and updating procedures and technical documents in i-Knowledge base.
Communicate with Partner Success Managers, Provisioning Data Services, Professional Learning team and Educational Consultants to solve customer issues.
Demonstrate an empathetic, patient, and receptive attitude with customers experiencing product and technical support needs.
Required Job Skills and abilities:
Able to answer support-related email, phone calls, LiveChat and other electronic communications promptly and courteously. Ability to properly document and create customer case notes in a case management system.
Superior phone etiquette and verbal skills are a must. Self-motivated, detail-oriented, and well organized.
Ability to learn new web applications quickly.
Knowledge in internet applications including various web browsers.
Excellent communication (oral and written), interpersonal, organizational and presentation skills. Thrive in a fast-paced environment and can multi-task
Required Education and Experience:
One or more years of experience in customer service.
Combination of education and experience that proves competency in the requirements of the job.
Preferred Qualifications:
Experience with Salesforce.com.
Experience with educational software.
Basic knowledge of networks, browsers, and operating systems
This role requires to work in US Business hours
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