Technical Support Representative - Hoover's

Technical Support Representative - Hoover's A future of innovation, D&B is the world's leading provider of business information solutions helping businesses reduce credit risk, find profitable customers and manage vendors efficiently. We have the largest company database available with information on over 100 million companies worldwide to help our clients' credit, marketing and purchasing decisions. Since 1841, we've given companies the insight they need to maximize their potential. And we can do the same for your career. We invite you to join us in a future that promises to be as exciting as our past! D&B (NYSE:DNB), the leading provider of global business information, tools, and insight, has enabled customers to Decide with Confidence for over 160 years Hoover’s, a D&B company, gives its customers a competitive edge with insightful information about industries, companies, and key decision makers. Hoover’s provides this up-to-date information for sales, marketing, business development, and other professionals who need intelligence on U.S. and global companies, industries, and the people who lead them. This information, along with powerful tools to search, sort, download and integrate the content, is available through Hoover’s (www.hoovers.com), the company’s premier online service. Hoover’s business information is also available through corporate intranets and distribution agreements with licensees, as well as via Hoover’s books. The company is headquartered in Austin, Texas. KEY RESPONSIBILITIES General Purpose:  Part of a multi-tiered service environment - serves as a first or second point of contact for technical related service escalations.  Handles technical customer contacts, providing resolution and training where applicable. Responsibilities: ·Responsible for researching and resolving technical issues to ensure customer retention and satisfaction, determining the proper escalation path to 3rd tier representatives and/or solution or alternative solutions.·Analyze problems and issues and recommend opportunities to improve and ensure best practices are used within the overall service process.  Analyzing and testing specific data and software to determine the type of problems the customer is encountering - including software bugs, client set up, data issues, etc.·Assist with creation of technical training curriculum and Tier One team reference materials in Customer Care wiki, consistently contributing to the knowledge base of issues and solutions.·Working cross-functionally on special projects as assigned.  Work with external client support organizations and internal Operations organization as necessary to resolve customer inquiries and communicate to customer.·Provides support for area if Customer Operations Manager is not present.  Occasionally required to work outside of the normal posted operating hours for the department, including weekend days and weekday early mornings/evenings/nights. KEY REQUIREMENTS Skill-Based Competencies:·Exceptional internal and external customer service/interaction skills, and demonstrated professional maturity.  ·Ability to be proactive, solve problems, and take initiative·Ability to give and receive feedback.·Strong general business understanding. ·Ability to use tools to track, measure, and report on activities, problems, and inquiries·Ability to prioritize, organize, and monitor tasks to completion with minimal supervision.·Ability to troubleshoot and problem-solve in fast-paced, high volume environment.·Attention to detail and exceptional organizational/time management skills, demonstrating a sense of urgency while maintaining a positive and energetic environment.·Ability to build and maintain cross-functional relationships.·Ability to coordinate and manage projects from inception through completion.·Demonstrate understanding of how responsibilities support departmental and corporate goals and strategies.Qualifications:·Bachelor's degree preferred / 2 years of equivalent experience.·At least 1 year of prior experience in a technical support role.·Strong written and oral communications skills.·Proven track record and accomplishments as a support professional.·Experience working cross-functionally with multiple internal channels to resolve customer issues.·Proven ability to identify and utilize resources to assist with decision-making.·Bi-lingual skills (Spanish/English) a plus.·Expert Hoover’s product and industry knowledge a plus.·Experience in sales and account management environments a plus. Technical Skills:·Knowledgeable and proficient with Internet usage, authentication, and terminology·Understanding of SQL and relational database, query, script, stored procedures·Knowledge of data collection techniques and database fundamentals.·Basic network understanding/troubleshooting·Working knowledge of Microsoft Office Suite·Experience with Sales Logix, eRights (RightCare), Live Chat (Liveperson), RightNow and/or Salesforce CRM a plus At D&B we value the diversity of perspectives that result from a variety of life experiences: ethnicities, ages, sexual orientations, genders, and other factors. Ours is a winning culture where we work together as a team with a clear focus on common goals and where team members are able to grow, develop and contribute to their fullest. Since 1841, we've given companies the insight they need to realize their potential... and we can do the same for your career. As an industry leader, we offer world-class compensation and an exceptional benefits package. As well, you will enjoy an environment that recognizes and rewards your accomplishments.