Customer Support Representative

ManageAmerica•West Hollywood, CA

2d•Remote

About The Position

As a Customer Support Representative, you will be responsible for acting as a liason between ManageAmerica and our valued customers. This individual provides excellent customer service, focusing on the highest level of professionalism with each interaction.

Requirements

Ability to perform in a fast-paced environment with a focus on a quick turnaround time of support cases while maintaining the highest level of customer service
Ability to keep up with case volume (once up to speed, case closures per month will be in the 250-300 range)
Experience with Salesforce
Proficient in Microsoft Office Suite.
Strong interpersonal and communication skills with the necessary patience and empathy to explain technical concepts to non-technical users.
Strong organizational skills and the ability to balance multiple priorities.
Ability to think critically and analytically to solve problems.
Willingness to collaborate with other support team members but also be able to work independently and stay on task.
Clear and effective written and oral communication.
Exceptional active listening skills to be able to understand user issues and concerns.
3+ years of previous Support Desk experience required - comparable experience in a Customer Service role would be considered
Previous in-office experience required
High School education required, some college or degree preferred

Responsibilities

Initial point of contact for customers seeking assistance through ManageAmerica’s online SupportDesk.
Know the triage process inside and out, including but not limited to, prioritizing and managing the queue to ensure a timely resolution.
Attend all team meetings and stand-ups
Properly escalate complex issues to higher-level support/SMEs.
Communicate effectively with other support tiers or departments to facilitate issue resolution.
Respond to incoming support requests via Salesforce and utilize email and phone when necessary.
Create and manage support tickets to track and document issues.
Utilize the knowledge base whenever possible to provide users with relevant information.
Assist with the knowledgebase articles by ensuring that documentation is up to date and missing content is reported accordingly.
Keep up to date with new modules and software features as they are deployed.
Attend and engage in regular meetings.
Respond to internal and external emails.
Be prepared to regularly correspond via our Microsoft Teams support channel to communicate in real time with your colleagues.