Reports To: Technical Support Manager
Based At: Bridgeport, Connecticut Office
Primary Role:
Provides technical support via telephone and e-mail to customers by
identifying, researching, reporting, and resolving technical issues for
GoECart ecommerce solution as well as handling standard implementations
Key Responsibilities:
-
Track, respond to, and resolve all customer functional and technical issues
- Take ownership of a customer issue from initial contact to resolution
- Perform standard customer implementations
- Provide subject matter expertise for all functional and technical aspects of GoECart ecommerce solution
- Coordinate and collaborate with internal and external resources to provide resolution to customer problems to facilitate overall customer satisfaction
- Communicate clearly and effectively with customers and personnel
- Document and report on all customer issues and resolution activities
- Maintain a high level of technical knowledge on all web applications and other technology tools
- Maintain a high level of process knowledge on technical support procedures
- Assist in testing updates to existing web applications and perform user acceptance testing for new applications
Qualifications
Prior Experience
- Minimum two years of technical software product support via telephone, e-mail, and the Internet
- Previously used customer relationship management (CRM)/Contact Center software system
Skills
- Demonstrated strong technical acumen for troubleshooting and problem solving
- Must be able to quickly assess issues and react to changing circumstances and new information
- Must have ability to quickly learn and operate new software
- Familiar with standard concepts, practices, and procedures within software industry
- Must be able to communicate effectively with skills such as empathetic and active listening, and ability to clearly and patiently articulate solutions
- Able to work in a fast-paced environment, including prioritizing and multi-tasking while paying close attention to detail
- Knows how to work with difficult customers
Knowledge
- Strong knowledge and support ability with the following technologies:
- Microsoft® Windows® Server (2000 and 2003)
- Internet Information Server
- Microsoft SQL Server
- ASP/Net/VB
- Windows Security and Internet Protocols: FTP, SMTP, VPN, DNS, etc.
Attitudes
- Detail oriented: ensures high-quality client experience
- Strong work ethic
- Customer oriented
- Sensitivity to cultural diversity
- Calm demeanor
Education
- Bachelor’s degree in Computer Science, Business or related field
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