Technical Customer Support Rep.

 Shift:  Three shifts available (Day, Second, Early AM)

 

Job Title:

Technical Customer Support Representative

Department:

Customer Support

Reports to:

Customer Support Manager

Job Summary:

Provide 1st and 2nd Tier customer support for Venali products and services.

 

Essential Functions:

Provide support to customers on a variety of technical issues. Identifies, researches, and resolves technical problems. Respond to telephone calls, email, and personnel requests for technical support using excellent diplomatic and communication skills. Document, track, and monitor issues to ensure resolution within our service level agreements. Use knowledge of commonly-used concepts, practices, and procedures within Customer Service, Support, and/or Help Desk functions. Rely on experience and prudence as well as instructions and pre-established guidelines to perform the functions of the job. Work both independently and under immediate supervision, using keen judgment when needed.

 

 

KEY RESPONSIBILITIES

 

80% Resolve Venali product support problems reported to Customer Support

 Provide first-level contact and problem resolution for all customers with internet faxing, software, and application problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support incidents.Use advanced troubleshooting skills.Courteously obtain and convey concise problem information for external and internal service personnel.Provide accurate and timely logging of problems and resolution for problems in the RightNow trouble ticket system.Escalate problems as appropriate following Customer Support procedures.Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process.Utilize superior customer service skills.

 

10% Training and Quality Improvement

 Maintain in-depth knowledge of Venali supported products and services.Work with Product Management to identify necessary or desirable training that will enhance and improve support to customers. Review and recommend modifications to procedures with Customer Support Manager.Perform coaching and mentoring for 1st Tier Customer Support Representatives as assigned.

 

10% Customer Support documentation, records and reports

 Review and update Customer Support documentation as assigned.Gather and input data for regular reports distributed by the Customer Support Manager.

 

REQUIREMENTS

 Demonstrated ability to effectively communicate by phone or in person.Demonstrated writing ability.Demonstrated ability to achieve successful outcomes in handling difficult situations and customers.Ability to learn new technologies quickly. Knowledge of information technology and Venali products and services. Demonstrated analytical and troubleshooting skills.Demonstrated ability to work in a fast paced Support environment.Show initiative and act independently to resolve problems.Demonstrated ability to manage multiple priorities and follow through on projects to completion.Excellent teamwork skills.Proven ability to influence cross-functional teams without formal authority.Knowledgeable in technology.Knowledge of telecom, messaging, and/or faxing is a strong plus.