Account Support Representative
The Support Representative is the first line of support for Customers and Account Managers. The Support Representative is primarily responsible for handling customer support calls and providing technical help in the area of desktop/laptop and networking support. All team members are responsible for driving customer satisfaction and ensuring customer renewal of BoardVantage services. The candidate will also provide 24x7 phone/email support for all BoardVantage users across multiple time zones (International customers included) and actively document all customer support calls.
Support Duties:
- Provide phone/email support for all BoardVantage users in a 24x7 environment
- Document support calls to build our solution knowledge base
- Take a proactive approach to support trying to anticipate issues before customers
- Provide in-depth technical support to both clients and account managers regarding typical desktop/laptop issues, Internet connections and in-home networks in different technical environments
- Customer issue resolution to identify root causes of technical issues
- Clearly document cases for clear communication of issues and needs to engineering
- Provide product feedback from listening to and observing customers use cases
- Help test and evaluate new product enhancements prior to release to customers v
- Document all customer interactions via our case tracking system
- Report status on open cases regularly to account managers and customers
- Write emails and documentation to support ?how to? customer responses to cases or new features
Requirements:
- The ideal candidate is a fast learner, self-motivated and a proactive team player
- Ability to comfortably work on the telephone with customer base primarily consisting of executives, Directors, and their administrative staff (experience working with Board of Directors a plus)
- Strong written and verbal communication skills are required; ability to communicate technical concepts in the most simple of terms to a non-technical audience
- Demonstrated excellent phone and written communicatoin skills
- Positive, upbeat and pleasant phone demeanor
Minimum Qualifications and Experience:
- Extensive experience in working with and troubleshooting the Windows operating system required (Macintosh experience a plus)
- Working knowledge of CRM systems, call/case-tracking, and related processes
- Proven analytical and problem-solving skills
- Ability to work effectively with difficult and/or demanding customers
- 2+ years experience; using PC based software including MS Office. (Must have exceptional skills with Word, Excel and Outlook)
- 2+ years Helpdesk experience.
- Schedule Flexibility (Rotating call schedule)
Salary:
- Base salary reflective of background and experience
If you are interested in becoming a member of our Account Support team, please reply with your resume and a cover letter describing why you would perform well in this position.
Reply to jobs@boardvantage.com.
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