Customer Support Associate

Axway Software • Alpharetta, GA

272d • Hybrid

About The Position

We are currently seeking a Customer Support Associate to join a subsidiary of 74Software! Our customers are the core to our definition of success and therefore how we engage and assist with their experience is a crucial aspect to our success as a company! Our Customer Support team is B2B focused and is in place to help us provide the best possible experience to every customer who interacts with us. The customer support specialist will bridge the gap between what our customers need and what we're delivering — helping us to not only meet but also exceed their expectations. As a Customer Support Specialist, you will serve as an expert on the function and use of specific products and guide customers through complex questions or issues. You will process complaints and issues related to our products and services and play a vital role in enhancing customer experience by assisting in resolving said complaints, making recommendations, providing information about the company's products and services and frequently providing necessary technical assistance. You will be responsible for guiding product users through features and functionalities. To be successful in the role of a customer support specialist, you should be an excellent communicator who's able to earn our clients' trust. You should also be familiar with help desk software. This position follows a hybrid work model, requiring two in-office days per week. Candidates must be located in Greater Atlanta Area to be eligible.

Requirements

• Good knowledge of mobile operating systems: Android and iOS
• Experience using help desk software and remote support tools
• Understanding of how to troubleshoot hardware and software issues
• Ability to conduct research to stay on top of software and hardware trends
• VolP knowledge
• High School Diploma
• A minimum of 2-3 years previous customer service and support experience
• Experience providing technical-oriented customer service
• Customer facing/business to business experience

Nice To Haves

• Experience of automotive/equipment funding or auto dealerships operations
• Understanding of how CRM systems work
• Fluency in languages, Spanish, Portuguese, German, French
• Associates or Bachelors in related field OR equivalent certification

Responsibilities

• Offer customer support to end users/dealers across our dashboard and mobile app product
• Handle inbound and outbound calls and emails to ensure customer satisfaction by resolving issues
• Log calls and resolution processes
• Escalate issues that cannot be resolved with customer interactions to the appropriate CS team member
• Propose improvements to automation and exploring opportunities to reduce email and phone enquiries
• Provide dealer training or re-training on calls accordingly
• Research and troubleshoot client technical issues — including but not limited to: Hard resets, i.e. power on/off device, Application access/closeout, Backend password reset

What This Job Offers

• Career Level: Entry Level
• Industry: Publishing Industries
• Education Level: High school or GED