Front Line Support Representative

About the role

We provide first-touch support for IT professionals from all over the world; resolving technical issues, offering education, and helping administrators and users alike to get the most out of our software.

Responsibilities

• Provide industry leading customer service
• Respond to customer inquiries in an hour or less, while balancing multiple issues
• Conduct remote sessions to assist customers with the troubleshooting and configuration of supported platforms
• Work with internal business partners to provide timely resolution of non-technical issues

Requirements

• Experience: 4+ years of experience in a customer-service role, no previous IT experience required.
• Computer Skills: Basic Windows Computing, email, and familiarity with common Internet Browsers. Knowledge in Microsoft environments, Networking, SQL, and storage devices a plus!
• Communication: Must be able to communicate complex ideas effectively, both written and spoken, with professional spelling and grammar to an audience of varying technical skill

Competencies

• Customer Service: Be an advocate for our customers! Meet commitments; set proper expectations; Responds promptly to customer needs; builds rapport with customers and manage potentially difficult situations
• Problem Solving: Identifies and resolves problems in a timely manner; asks questions to determine and understand the customer’s underlying need.
• Planning/Organizing: Plans and prioritizes day-to-day activities, manages time effectively, constantly setting and achieving individual goals