Remote Global Support Specialist

Nulogy Corporation; United States; On-site; USD 55,000 - 85,000; Full time

Job summary

Nulogy is seeking a Global Support Representative to deliver an exceptional customer experience by resolving complex technical inquiries for customers worldwide. You will become a product expert, guiding customers to self-sufficiency through education and resources.

In this role you’ll communicate clearly, build rapport with customers, log interactions in our ticketing system, and collaborate with our development team to resolve incidents within SLA.

Qualifications

• Understands the concept of providing an excellent customer experience.
• Be eager to build a strong rapport with our customers and their employees.
• Be friendly, empathetic, patient and personable even under stressful circumstances.
• Have outstanding written and verbal communication skills.
• Can exercise the Three Ts (Thinking, Talking, Typing).
• Show a strong ability to solve problems creatively, and systematically.
• Demonstrate great attention to detail, and be an organized thinker.
• Strong technical, software, internet experience.
• 3+ years of customer/technical service experience.

Responsibilities

• Support our customers by email and phone with their inquiries on a day–to–day basis
• Manage customer expectations appropriately and always follow up on promises and time commitments
• Accurately log all customer communications in our support ticket tracking tool
• Understand customer business processes and software system processes and their relationships
• Complete regular tasks for customers such as report creation
• Ensure reported defects are thoroughly tested, replicated and documented
• Work closely with our development support team to ensure incidents are resolved timely and within SLA’s
• Update internal and customer facing knowledge base with new support articles, videos and training material
• Able to occasionally travel and visit our customers

Skills

Customer service

Communication

Technical knowledge

Problem solving

Empathy

Attention to detail

Organization

Team collaboration

3+ years experience

Tools

Relational databases

SQL

Microsoft Excel

Job description

Nulogy is seeking a Global Support Representative to deliver an exceptional customer experience by resolving complex technical inquiries for customers worldwide. You will become a product expert, guiding customers to self-sufficiency through education and resources.

In this role you’ll communicate clearly, build rapport with customers, log interactions in our ticketing system, and collaborate with our development team to resolve incidents within SLA.