Technical Customer Support

Job Title: Technical Customer Support
Location: Westminster, CO (hybrid - 3 days per week onsite)
Type: 6 month Contract with potential to convert
Rate: $21.60 - $24.60/hr W2
Duties:

• Engage with customers in a friendly, empathetic, and professional manner to establish rapport and build trust. Actively listen to customer concerns, ask clarifying questions, and demonstrate genuine care for our customer's technical issues.
• Thoroughly review all customer communication, using plain language to ensure understanding, and asking for feedback to ensure effective communication.
• Provide quick responses to approximately 25 email requests and 10 phone requests per day to help ensure team SLAs are met.
• Proactively manage individual queues and backlogs, addressing and resolving aging requests to ensure timely and efficient handling while maintaining optimal workflow.
• Document customer interaction for each case, including contact information, how the customer is experiencing the issue and troubleshooting steps.
• Document cases for customer requests from all channels: phone calls, chats, emails, and queues.
• Assist customers with account and subscription management, process refunds, along with technical issues related to internal software:
  • Billing and invoicing
  • Account Authorization
  • Entitlement management
  • Download and installation
  • SketchUp Extensions
  • Crash identification
  • Bug tracking
• Effectively apply and exhaust relevant knowledge base content and other resources to efficiently qualify escalation of customer requests.
• Adhere to prescribed communication and incident protocols, ensuring swift and effective dissemination of information to the appropriate channels when required.
• Maintain and refresh knowledge of products, promotions, and internal systems through training and continuing education.

Skills:

• 2 years of experience supporting customers via chat, email, and phone
• Customer-focused approach that ensures all interactions and solutions are tailored to meet the needs of our diverse customer base
• Technical proficiency and familiarity with computer systems, software, and Google Suite
• Excellent communication skills, including active listening, empathy, and patience with the ability to adapt communication styles to different audiences
• Time management and prioritization skills, enabling high quality and time sensitive customer communications
• Attention to detail while working through issue discovery and documenting case notes
• Able to maintain composure and professionalism during high-pressure situations
• Troubleshooting skills to swiftly identify, diagnose, and resolve technical issues, ensuring minimal downtime and optimal system functionality for customers
  
  • The intent is temp to hire