Job Description
What's in it for you?
We develop practical technology solutions driven by customer business needs. Supporting this mission, our corporate culture is characterized by personal integrity and commitment to achieving defined results. The Customer Support Representative is an essential member of our operations team. You will work with team members to provide high end customer service to our clients.
What will you be doing:
This position answers telephone "hot line" and written or internet-based inquiries from customers regarding CTT software products and recommends solutions to customer application questions. The position is responsible for maintaining and reporting a log of issues.
- Accepts telephone or email problem reports, and properly annotates the problem tickets within the call log.
- Troubleshoots minor technical problems for customers and provides prompt resolution when possible.
- Documents problem analysis, communication and resolution in the help desk tracking system.
- Approaches all problems with a high level of professionalism, objectivity and an open mind to new ideas and solutions.
What do you need to succeed?
- Basic to intermediate HTML skills
- Bachelor's degree in Business Administration, Information Services, or related course of study is not required, but strongly preferred
- 1 to 2 years of help desk or customer service experience, preferably within a technology company
- Exceptional verbal communications skills with a friendly, enthusiastic and professional phone presence
- Strong ability to attend to detail and communicate effectively with internal and external customers
- Demonstrated ability to meet professional standards for attendance and punctuality
- Intermediate working knowledge of Microsoft applications, as well as a variety of Internet browsers
- Ability to occasionally work on weekends or during the evening in order to meet customer support needs
