Technical Customer Support

  • Westminster, CO
  • Posted 18 hours ago | Updated 6 hours ago

Overview

On Site
Full Time

Skills

Effective Communication
Workflow
Customer Engagement
Billing
Invoices
Authorization
SketchUp
Bug Tracking
Knowledge Base
Swift
Promotions
Training
Customer Support
Active Listening
Communication
Management
Customer Communications
Attention To Detail

Job Details

Title: Technical Customer Support
Location: Remote (CT or MT is preferred)
Duration: 6+ months
Details
  • 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 SketchUp:
  • 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.
Top skills:
1. Customer support
2. Time management
3. Excellent communication skills
What we are looking for :
  • 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 Suit.
  • 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.
  • Comfortable working in a remote environment, with occasional in office meetings.

#TB_EN
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