BPO PE Voice

Summary

We are obsessed with delivering an amazing customer experience. As a Customer Support Tier 1 Representative, you are the first line of defense to educate, solve the problems of and delight our customers. This position requires technical acumen, customer focus and a personable, professional and collaborative style to solve a range of issues from product troubleshooting to billing.

Preferred Qualifications

· Bachelor’s degree or higher in a relevant field preferred

· General understanding of internet technologies

· Understanding of Windows XP and OS 10

· Experience using Salesforce.com a plus

· Demonstrated customer service skills to be able to solve customer service issues—both technical and account related

· Self-motivated, highly collaborative, creative, goal-oriented and team-centric

· Superior oral and written communication skills

· Ability to maintain composure in critical situations and communicate clearly with both internal and external customers

· Attention to detail, excellent organizational skills, superior time management skills

· 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

· Provide exceptional support for our applications and associated services

· Answer phone calls, chat and emails to troubleshoot issues customers face when using our products, including account access, setting up templates, sending documents, billing, etc.

· Meet and exceed service level goals

· 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.

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