Customer Support Representative (Software)

 

Job description:

Minimum of 3 years experience in a customer support environment for web enabled applications, responding to customer requests that range from basic to moderately complex application and browser related issues. The Customer Support representative’s primary responsibilities are to provide first and second level support within the Customer & Technical Support organization at SmartEquip. This person will be a critical member of the support organization handling incoming technical support issues relating to SmartEquip’s web-based applications. Experience in a call center handling and routing customer issues through to completion is required. Excellent customer facing skills, a passion for customer satisfaction and the ability to work in a fast-paced, performance driven environment.

 

 Position Responsibilities

*Timely response to incoming customer support tickets (email and phone) from SmartEquip customers.

*Maintain a high level of customer satisfaction and adherence to corporate service level agreements.

*Log all customer contact in our customer ticketing system and maintaining complete and accurate information.

*Develop and maintain strong technical expertise in SmartEquip application.

*Transfer caller contact to OEM support centers on the SmartEquip network

 

Position Requirements

*Minimum of 3 years experience in a customer support environment.

*Excellent customer facing skills both on the phone and written, with the ability to patiently and politely deal with varying customer skill levels.

*Strong working knowledge of Windows desktop operating systems including 98, 2000, XP and Vista. Knowledge of networking, remote desktop and PCAnywhere is helpful.

*Excellent written and verbal communication skills.

*A passion for a high level of customer satisfaction.

*Ability to work in a fast-paced, performance driven environment.