Technical Support Representative

Web Scribble is the market leader in job board software that helps job board owners, publishers, associations, universities, and media companies worldwide. The company is in a high-growth phase with expansion plans that make this opportunity very attractive to customer support professionals who want to contribute to our growth.

Web Scribble’s technical support team is responsible for driving an exceptional customer experience, highlighting value, and building trust with clients. The technical support representative will be responsible for answering calls, emails, helping with technical onboarding, providing product information, and helping the customer by being informative, empathetic, and eager to quickly solve a customer’s problem. Must be willing to listen, learn, and resolve any customer inquiry that crosses your desk.

This specific technical support position will help working with our job scraping clients. It requires using our custom built software and some technical knowledge of XML.

Key Responsibilities

* Respond quickly to customer issues with a polite, empathic, and professional manner
* Answer and manage phone calls, emails, and chats
* Ability to troubleshoot and resolve technical issues in a timely manner
* Provide excellent customer care and focus; ability to assess customers’ needs and provide the correct answer, path, troubleshooting, or method for a positive customer experience
* Ability to learn and follow all customer service procedures and policies
* Strive to go above personal and team targets and goals
* Aim for customer resolution and return
* Record, organize and file customer interactions

Qualifications

* Must be able to work night shift (9am-5:30PM New York time)
* Completely comfortable with technical concepts and being able to communicate in simple terms
* A strong base of technical knowledge
* Previous experience in customer support, client services, or a related field,
* Excellent at communicating over the phone and handling phone systems
* Strong computer skills and experience with tracking and recording calls
* Previous experience working with a ticketing system like Help Scout, Zen Desk, or Service Hub
* Able to concentrate on multiple problems at once
* Excellent time management and prioritization skills
* Customer-focused for positive customer experience and resolution