Successful candidate will be responsible for providing world-class customer support for our global customers utilizing our award-winning network management software. Candidate will be responsible for answering non-technical support questions via telephone, email and other channels as defined. The ideal candidate will have both technical credentials and a friendly consultative approach to solving customer problems.
Assist customers on any after sales queries via phone, web tickets and e-mail. Work with other internal departments to research accounts and answer customer account questions.
Answer customer inquiries via ticket system, e-mail and phone
Validate incoming calls with account information for prior dispatching to Support Team’s queues
Responsible for maintaining customer records and assets and making changes when requested
Process customer requests to merge accounts / transfer assets and account audits
Assist sales and support staff with customer account questions
Responsible for talking/explaining to customers about account maintenance and renewals
Perform other administrative support duties as requested
Direct incoming calls to proper internal departments
At least 1 year of demonstrated experience in a high volume customer focused environment
Ability to multi-task and work within a team environment
Excellent verbal and presentation skills
Proven ability to follow documented process and procedures in timely manner
Proven ability to maintain confidentiality of secure information
Familiarity with Microsoft Windows and Microsoft Office Tools