IT Customer Support

The most successful staff members enjoy assisting others and helping with day-to-day software or processing questions. The ideal candidate must be patient, understanding, and passionately outgoing or conversational. They are people-oriented and helping others is a natural instinct. Customer support & service representatives can completely empathize with our clients and want to help them and their businesses succeed. They have no issues asking for customer feedback and aren’t afraid to learn new things. The ability to solve problems is almost second nature for a strong Customer Support & Service Rep, and they enjoy using that skill each day. They are not afraid to troubleshoot, ask questions, or investigate if they don’t have enough information to resolve complaints.

The absolute goal is to ensure excellent service standards, respond efficiently to customer concerns and uphold high customer satisfaction standards.

Responsibilities:

Handle large amounts of support tickets
Identify and assess needs to reach 100% customer satisfaction
Upsell and encourage clients to invest in their business when needed
Use interpersonal communication and consistent quality service to build long-lasting client relationships and retention
Use learned knowledge of CRM to assist with client training and onboarding process, software issues, and staff questions
Manage customer complaints and concerns, quickly locating the appropriate solution or workaround; follow up to confirm satisfaction
Document all customer interactions and account updates using notes and ticketing procedures
Understand customer engagement is key and that means always going the extra mile

*add "TECH" to the subject line of your application*


Requirements:

Prior customer support or ecommerce experience is required
Knowledge or interest in web design/development is preferred, but not required
Knowledge of finance and credit industry is a bonus, not required
Active listening & multi-communication skills
Strong computer skills and ability to learn new programs with ease
Type at least 70 wpm
Understanding of CRM systems and practices
Service orientation and ability to adapt to change
Strong written and verbal communication skills
Independent and self-starter; must be able to prioritize and multitask without frequent direct supervision