Technical Support Representative

About the position

Looking a dynamic and enthusiastic Technical Support Representative with a passion for technology and diving into customer tech issues. Our Technical Support Representatives are responsible for day to day support of Conversica.com’s customers. Delivering world-class customer support via phone and or email.

Duties/Responsibilities

  • Respond to and manage inbound customer support requests.
  • Work directly with Conversica customers to troubleshoot and resolve their issues in a timely and efficient manner.
  • Work closely with internal resources on escalation and resolution processes for critical customer issues.
  • Maintain an understanding of open cases for customers to ensure efficient handling
  • Coordinate communication between the client, account management and other departments as needed to resolve client issues/concerns.
  • Effectively utilize Salesforce.com to manage support tickets, and document all relevant communication with the client.
  • Develop and maintain strong technical expertise in Conversica’s products.
  • Serve as Conversica product expert for both internal teams and Conversica’s customer base.
  • Understands customer needs, identifies root causes of problems, and develops and implements creative and pragmatic solutions.
  • Troubleshoot site issues, create bug reports, track updates and communicate results to the team and/or customers.
  • Stay on top of product changes, bugs and updates in order to relay the most accurate information to our customers.

Requirements

  • BA/BS Degree
  • Ability to triage inbound customer support requests and prioritize them against other daily responsibilities.
  • Ability to think quickly and react when challenged with unfamiliar questions and product scenarios.
  • Excellent customer support skills
  • Strong organizational and time management skills with the ability to manage multiple projects simultaneously
  • Technical skills (Microsoft Office, Google Docs, Salesforce.com, etc.)
  • Exceptional verbal & written communication skills
  • Critical thinker and skilled problem solver, can troubleshoot technical issues to determine right path to resolution
  • Ability to take the initiative
  • Organization, Professionalism, and Time Management
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