Job Details
**Primary Responsibilities:**
* Answer inbound customer calls and/or web chats regarding log-in, website navigation, form data entry, importing, electronic filing and printing
* Document and respond to customer concerns in timely, easy-to-follow steps using available resources
* Use internal applications to enter and track customer tickets. These include but are not limited to:
+ Salesforce for ticket entering
+ LivePerson for live web chat communication
+ Contact Center Client for inbound and outbound call monitoring
+ ShareFile for gathering customer data
+ Knowledge Base for referencing articles and walkthroughs
* Collaborate with other technical support associates as needed to support customer inquiries
* Demonstrate basic writing skills in customer-facing web chat interactions
**Education/Experience:**
* High school diploma or GED required
* Some college experience preferred
* Previous customer service experience preferred
* Working knowledge of Microsoft Excel preferred
* Previous phone-based and/or web chat experience is a plus
**Successful candidates will excel in:**
* **Active Listening ** Ability to comprehend customer concerns and ask necessary follow-up questions
* **Communication ** Ability to clearly and concisely communicate with customers that have varying technical skills
* **Customer Service ** Ability to serve customers through to problem resolution
* **Detail Orientation ** Ability to thoroughly document customer interactions to understand the issues they are facing
* **Problem-Solving ** Ability to receive customer inquiries and effectively troubleshoot with a process-oriented mindset
* **Time Management** Ability to resolve and/or escalate customer concerns that result in consistent and efficient solutions