Technical Support Level 2

This position is Long-Term - for Full-Time (40 hours per week) U.S. West Coast Business Hours
This position requires both Up-selling experience and minimum level 1 and 2 Technical Support experience (including Windows, PCs and Servers and customer product tutorials ).

A leading Nutrition software company with customers in over 100 countries is hiring a Technical Support Level 2 Representative. The position requires the representative to help users with Level 1 and 2 support (Level 2 and higher experience is a plus). The Representative will also help us with customer retention activities and sales and introduce our industry’s leading applications to new users.The Representative will work directly with our Team and receive guidance for technical support activities including customer retention and sales with the primary goal of revenue growth.

Responsibilities include:



• Assist clients with software install, upgrading and licensing our application, troubleshoot issues.
• Use a ticketing system to communicate with clients, via email, chat and phone.
• Ask probing questions to help with troubleshooting, if not able to resolve seek team’s assistance.
• Provide appropriate and agreed levels of contact, service and support to ensure customer retention.
• Collect, report and analyze the customer feedback / information on present as well as future market trends.
• Identify opportunities, pinpoint and try to resolve existing and/or potential problems and request support from the upper management.
• Deliver periodical progress reports and proactively submit recommendations regarding improvements.
• Cooperate with the other departments in the implementation of approved service solutions.
• Systematically update CRM with valid, accurate and complete customer-related information.
• Cooperate with other representatives in educating customers on our available product lines and IT support tools.
• Monitor and report on the status of formal customer complaints.

Requirements

• A college degree preferred but not mandatory for the right candidate
• Must have some experience in customer retention/up-selling and be technically inclined
• Be goal oriented.
• C1 or above English verbal communication skills
• C1 or above written English skills
• Excellent English speaking & comprehension skills
• Be adaptable and a quick learner
• Strong project management skills
• Self-starter
• Strong interpersonal skills
• Time Management skills
• Knowledge of Microsoft Office suite
• Experience troubleshooting PCs, how software runs on a PC, how a PC app can run on a MAC.
• Experience troubleshooting servers including Citrix environments
• Can provide prompt responses and resolutions
• Able to take details notes regarding client issues and conversations.
• Ability to work U.S. hours
• Noise Free working environment, a quiet place for work, and no animal noise in the background.
• Reliable, and a Team player.


This work requires you to work during U.S. West Coast Business Hours.

Hardware Requirements:

Processor should be 2.4 ghz and above, intel core 5/7 or equal is highly required
Ram should be at least 8 gig with 100 gb free disk space
Should have a backup computer with the same specs
A Headset with noise cancelling feature is a must, a quite place for work and no animal noise in the background.
At least 10 mbps and wired connection for main isp
Access to consistent internet, including ideally backup generators if power is down.
We use VOIP phone system which requires a reliable internet connection.


*******NO PHONE CALLS****** – only reply to this posting. You will automatically be disqualified if you Upgrade to see actual infopensation: Dependent on Experience.