Technical Support Role

Role & responsibilities:

This position involves the following:

• Provide exceptional support for our applications and associated services.
• Answer phone calls, chat and emails to troubleshoot issues customers face when using our products, including account access, setting up templates, sending documents, billing, etc.
• Meet and exceed service level goals.
• Utilize support tools and resources necessary to get the job done, including e- mail, chat, telephone.
• Proactively identify improvements to the product, identify bugs and otherwise determine opportunities to enhance the customer experience.

Preferred Qualifications:

• General understanding of internet technologies.
• Demonstrated customer service skills to be able to solve customer service issuesboth technical and account related.
• Self-motivated, highly collaborative, creative, goal-oriented and team-centric.
• Superior oral and written communication skills.
• Ability to maintain composure in critical situations and communicate clearly with both internal and external customers.
• Attention to detail, excellent organizational skills, superior time management skills.
• Ability to work in a collegial fashion with peers in other organizational units.
• Ability to work independently and problem solve in a rapidly changing and sometimes ambiguous environment.
• Previous experience in a customer or technical support role a plus.