Support Representative

Bluewater Learning, Inc.; Plano (TX); On-site; USD 35,000 - 50,000; Full time

Job summary

Bluewater Learning, Inc. is seeking an Entry-Level Support Team Member in Plano, Texas. The role involves providing first-line support to clients, resolving basic technical issues, and ensuring client satisfaction. Ideal candidates should possess experience in customer service and troubleshooting. Strong communication skills and the ability to learn quickly are essential. The position offers training and potential to expand responsibilities into Level 2 support tasks.

Qualifications

• Experience in researching, analyzing, and interpreting system problems.
• Experience in customer service practices.
• Training in troubleshooting and providing help desk support.
• Experience in customer-facing roles.

Responsibilities

• Provide Level 1 support by addressing basic queries and resolving straightforward issues.
• Escalate complex problems to Level 2 support or relevant departments.
• Ensure timely and efficient resolution of customer issues.

Skills

Strong oral and written communication skills

Ability to learn quickly

Customer service orientation

Problem analysis and solving skills

Effective team interaction

Planning and organizing skills

Attention to detail

Stress tolerance

Job description

General Purpose

The Entry-Level Support Team Member will provide first-line support to clients using our products, resolve basic technical issues, assist with product usage, and ensure client satisfaction. With training and experience, this role may expand to include Level 2 support tasks. Successful candidates will undergo vendor-provided training and certification.

Core Responsibilities

• Provide Level 1 support by addressing basic queries and resolving straightforward issues related to our software.
• Escalate complex problems to Level 2 support or relevant departments as needed.
• Ensure timely and efficient resolution of customer issues, maintaining high levels of customer satisfaction.
• Develop a strong understanding of our product suite, including updates and new features.
• Explain basic product features and functionalities to clients clearly and understandably.
• Respond to technical assistance requests
• Research questions using available information resources.
• Advise users on appropriate actions.
• Follow standard help desk procedures.
• Log all help desk interactions.
• Administer help desk software.
• Follow up with customers to ensure complete resolution of issues.
• Redirect problems to the appropriate resources.
• Identify and elevate situations requiring urgent attention.
• Track and route problems and requests, documenting resolutions.
• Stay current with system information, changes, and updates.

Qualifications

• Experience in researching, analyzing, and interpreting system problems.
• Experience in customer service practices.
• Training in troubleshooting and providing help desk support.
• Experience in customer-facing roles.

Key Skills and Competencies

• Strong oral and written communication skills.
• Ability to learn quickly.
• Customer service orientation.
• Problem analysis and solving skills.
• Effective team interaction.
• Planning and organizing skills.
• Attention to detail.
• Stress tolerance.