Description

Duties & Responsibilities

Confers with customers via phone, email or chat to diagnose technical and/or system problem troubleshoot, repair and test solutions. Fully documents and escalates if necessary.

Follows procedures to troubleshoot client-server software application issues that may involve Microsoft SQL, web servers, credit card payment terminals, network printers, and Android/IOS devices.

Responds to situations where standard procedures have failed to isolate or correct system or software failures through customer-centric interpersonal skills and providing technical product knowledge.

Stays up-to-date with software updates and/or changes to be able to provide timely and accurate solutions to customers.

Assists with system setup, configuration, and/or use of programming and integration tools and techniques that aid in the customization, extension and integration of products.

Addresses concerns brought up by other departments such as customer experience or sales

Assists in mentoring other team members.

Contributes and uses department's knowledge base articles and FAQ's.

Knowledge, Skills & Abilities

Ability to effectively communicate both verbally and in writing

Customer experience skills

Knowledge of specific system application fundamentals and business processes

Strong problem solving and troubleshooting skills

Experience in a support environment with high call volumes desired

SaaS or e-Commerce experience

Qualifications

3+ years applicable experience and demonstrated success/knowledge

Industry knowledge/experience

Key Skills

Education

Any Graduate