Monitor and respond to customer issues via phone, email, chat or web. Manage customer issues from initial report and documentation through resolution. Identify, recreate, research, and resolve product issues and document knowledge gained. Manage customer relationships from initial contact through problem resolution. Maintain a high level of customer satisfaction through professional communication and consistent and timely follow up. Demonstrate product functions and features to internal and external customers either in person or remotely. Draft, review and update knowledge articles and other product support documents. Participate in team meetings and training. Escalate issues when required. Manage level 2 and level 3 customer issues from reporting through resolution. Document symptoms and root causes and draft, review & update knowledge articles for internal and customer use.
Having a bachelor's degree in IT or Communications fields. Minimum of 3 years’ experience supporting customers’ use of enterprise level software or technical services via telephone, email and chat. Excellent customer service, written and verbal communication skills. Ability to prioritize and multi-task under time constraints. Ability to troubleshoot and problem solve in a quick, calm, analytical and methodical manner. Ability to work independently and still make significant contributions to the team. Ability and willingness to work extra hours as needed. Excellent judgement, organizational and time management skills. Possessing technical English skill. Possessing hardware, software, network, and programming skills.
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