Customer Support Specialist - Tier 1

Watch Captain is a marine software development company having its roots in the engineering of large and complex financial transaction processing systems.  Watch Captain is a leading provider of business management software to the commercial and recreational marine industry - including boat builders, dealers, marinas, ports and service facilities.

Job Summary:

We are looking for someone who can help us provide a *delightful* customer experience with EVERY customer contact, ensuring the professional handling of EVERY issue.  As an entry level Watch Captain Customer Support Specialist you will be working closely with our Customer Support Specialist and aide them in the servicing of our clients to evaluate, prioritize and answer incoming service requests via telephone, voice mail, e-mail and fax. 

Key responsibilities of this role include the ability to:

·Answering incoming client calls and e-mails from customers and insure that all issues are precisely recorded in our call tracking system in an efficient and thorough manner.

· Aide in the performance of remote diagnostics and data gathering as necessary to successfully resolve reported issues.

· Help our Customer Support Specialist to ensure timeliness in solving reported issues. 

· Exercise good judgment and timeliness in requesting assistance where needed and escalates more demanding issues to personnel as warranted.

· Assist with the development and ongoing maintenance of the support knowledge base used for problem resolution.

 

What you must have to apply:

 

· A desire to help people and to learn new things everyday.

· Excellent phone and e-mail presence.

·Strong interpersonal communication skills.

· Strong previous experience working with Microsoft Office products.

· Ability to juggle multiple tasks simultaneously and to prioritize appropriately.

· Strong work ethic with the ability to work independently and professionally.

· Ability to accept and provide constructive feedback.

· Team oriented attitude and always ready to offer assistance to peers and supervisors in achieving personal and team goals.

What would help you succeed:

· A desire to learn basic accounting principles.

· A desire to learn how to work with web-based demonstration and utility tools such as GoToMeeting or Remote Desktop Services & Microsoft SQL Server databases and T-SQL scripting for the purpose of gathering data to support the troubleshooting process.

· Some experience in an administrative or support position.

· A strong aptitude for research and resourcefulness.