Provide technical support to internal and external customers on client products , services, or processes.
· Create and manage cases received through phone, email, and Salesforce cases.
· Complete routine/daily requests.
· Manage and complete long-term projects.
· Manage multiple cases at one time, providing details and updates until resolved.
· Work with customers to quickly get to the root of their problem.
· Provide timely and accurate customer feedback.
· Walk customers through a series of actions to resolve a problem.
· Follow up with customers to ensure the problem is resolved.
· Escalate to the correct team (technical, content, product management) for a resolution, then liaison between second level team(s) and the customer.
· Provide support in the form of procedural documentation.
· Keep team informed as new issues arise or processes are updated.
· Support co-workers and promote a positive work environment.
· Provide training to new employees on our various products/platforms.
· Cross train on other products, systems, and processes.
· Participate in product or system testing and review as required.
Education:
· Bachelor’s Degree OR
· High School diploma or GED and
· 2 years’ experience in a customer/technical support environment
· PREFERRED: Degrees MIS, Information Technology
Pay: $22.00 - $23.00 per hour
Experience:
- Technical support: 2 years (Required)
Work Location: In person
