Customer Support Representative Tier 2

Work at Acme.com; New York (NY); On-site; USD 50,000 - 70,000; Full time

Job summary

A leading support services company in New York is seeking a skilled professional to join their team. The role involves providing phone and email support to clients, resolving technical issues, and enhancing customer care processes. Ideal candidates will have a technical support background and strong problem-solving abilities, along with excellent communication and organizational skills.

Qualifications

• Prior applicable experience in a technical support or professional services environment.
• Demonstrated analysis, problem solving and troubleshooting expertise.
• Comfortable interacting with all levels of management.

Responsibilities

• Provide email and phone support to customers.
• Work with customers to understand goals and business processes.
• Identify, troubleshoot and resolve issues encountered by users.

Skills

Technical support experience

Problem solving

Excellent communication skills

Organizational skills

Ability to learn quickly

Education

4 year degree or 5+ years industry experience

Job description

This position will require the individual to represent the company and support clients.

Responsibilities

• Provide email and phone support to customers
• Work with customers to understand goals and business processes
• Provide expert knowledge of our product to the customer
• Drive to continually improve our internal process for customer care
• Identify, troubleshoot and resolve issues encountered by users

Qualifications

• Prior applicable experience in a technical support or professional services environment
• A 4 year degree and/or 5+ years of demonstrated industry experience
• Demonstrated analysis, problem solving and troubleshooting expertise
• Comfortable interacting with all levels of management and roles within the client organization
• Ability to effectively prioritize and escape customer issues as required
• Excellent communication and presentation skills to effectively explain a solution to a customer's problems
• Detailed, organized and results oriented
• Ability to learn and assimilate technical information quickly
• Enthusiasm, strong work ethic and a positive attitude