Support Customer Care

The goal is providing outstanding customer care in response to all incoming support inquiries in a fast-paced, high volume, customer care environment. The person in this role attentively responds to, troubleshoots, and resolves customer reported issues effectively and efficiently. Critical Skills & Functional Competencies

(What this role does):
• Act as first-level contact to customers utilizing communication tools such as phone, email, and chat.
• Provide outstanding care by responding quickly to all customer requests, both internal and external, in a professional and timely manner.
• Initiate and complete a variety of day-to-day tasks in support of Customer Care efforts to effectively serve customers in the Higher Ed and K-12 Education sector.
• Adeptly utilize Salesforce Service Cloud and Salesforce Voice to manage customer care requests.
• Assist with administrative tasks and other special projects as needed.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Direct unresolved issues or feedback to the next level of support personnel.
• Efficient problem-solving and critical-thinking skills utilizing all available tools and information.
• Meet defined KPI (key performance indicator) goals. Experiences (What this role needs):
• 1-2 years’ customer service experience. • Excellent phone and conversational skills in addition to well-developed writing skills.
• Customer Service oriented attitude with a combination of terrific customer skills, attention to detail, and expertise in resolving customer issues quickly.
• Comfortable working independently with minimal supervision.
• Thrive working in an international team environment including cross-functional teams across departments.
• Proficient using browser software, Microsoft Offices suite (Excel, Word, PowerPoint, Office) and the ability to learn additional software.
• Proficient troubleshooting browser software as it relates to the use of the customer’s web-based products (walking users through clearing cache, disabling pop ups, downloading mobile apps, screensharing, etc.).
• Basic experience with software offering customer integrations (i.e user authentication and/or systems integration such as Restful APIs, Single Sign-On, LDAP, SCORM) preferred.
• Ability to adapt to new conditions, assignments, and deadlines.
• Ability to defuse potentially tense situations.
• Basic understanding of Salesforce and Jira or other customer relationship management software preferred. Staff will be responsible for tracking, receiving and returning an assigned laptop, docking station, mouse, headset and YubiKey. In addition, staff will need to sign a client Consulting Agreement.

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