Role: Customer Support
Location: MST/Remote
Top 3 "must haves" on resume:
1. Salesforce / JIRA experience preferred
2. Customer Support/Customer Service experience
3.Software installation and configuration troubleshooting
This person has passion, energy, and drive for problem solving and ensuring customer delight.
In addition, you will help our Level 1 Support agents with the knowledge they need and act as a point-of-contact for other internal team members.
In this role, you will help support the transition of our Education offerings from legacy systems to our subscription platform, providing ongoing insights based on customer feedback trends to help improve ASAT and CES scores even as we manage through a disruptive transformation process.
Our Education offerings are made available to students, educators, and academic institutions around the world.
Our goal is to inspire and empower the next generation in their pursuit of the skills, experience, degrees, and careers that will allow them to imagine, design, and make a better world.
What You'll Do
* Provide exceptional service by connecting, solving, and building relationships with our customers in every interaction
* Think outside the box to effectively solve customer concerns and issues
* Continually learn and improve your knowledge of Education platform to help provide an exceptional support experience
* Provide timely, consistent, and ongoing communication with customers and internal partners regarding their support cases until those cases are resolved
* Work with Engineering and your peers to identify high-priority cases that are impacting our customers
* Support escalations from Level 1 agents and help strengthen team knowledge through coaching and guidance
* Help identify customer feedback trends and recurring issues to improve the support experience during platform transition
What You Need To Succeed
* BS/BA preferred, but degree is not required with relevant experience
* Experience with Salesforce, JIRA, and strong Excel / spreadsheet skills
* Strong written and verbal communication, technical proficiency, organization, and accountability for follow-through
* Exceptional ability to build trust and communicate with customers in order to fully meet their needs
* 3 to 5+ years of experience in technical support or software application support
* Curiosity: at times, you'll have to be a bit of a detective as you help solve some of the trickier issues escalated by our Level 1 support agents
* Excellent interpersonal, verbal, and written communication skills and professional etiquette
* Flexible and adapts well to rapid change
Regards,
Praveen
Email:
Infobahn SoftWorld Inc.,
San Jose, CA 95131.
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