Product Support Rep I

CentralSquare Technologies•,

About The Position

This role provides first-tier technical support directly to CentralSquare's customers via phone, web, and/or email communications. Works with customers to diagnose problems and/or resolve questions. Escalates complex issues to appropriate technical experts.

Requirements

First-tier technical support experience.
Experience providing support via phone, web, and/or email.
Ability to diagnose problems and resolve customer questions.
Ability to escalate complex issues to appropriate technical experts.
Ability to work paid after hours on call duty on a rotational basis.
Familiarity with Knowledge Base (KB) systems.
Ability to create draft content for a Knowledge Base.
Ability to handle difficult customer interactions and challenging customer problems.
Ability to maintain poise and professionalism with demanding customers.
Ability to meet or exceed department performance standards.
Ability to develop strong working relationships with cross-functional teams.
Ability to identify reported system defects.
Ability to work under supervision and follow established procedures and guidelines.

Responsibilities

Provide internal and external user support for application issues of a technical nature.
Collaborate with fellow support colleagues and other internal organizations to provide superior customer service.
Maintain consistent, regular communication with customers regarding the status of their requests.
Act as a customer advocate by working directly with customers on high-priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
Be available to work paid after hours on call duty on a rotational basis.
Use Knowledge Base (KB) to solve Cases in a timely manner.
Ensure Knowledge Base (KB) content is correct by providing updates & feedback where appropriate.
Create draft content to be used in our Knowledge Base (KB).
Anticipate customer needs and effectively address concerns related to their issue or resolution.
Effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention.
Maintains poise and professionalism even with very difficult and demanding customers.
Ensure that individual performance meets or exceeds department standards.
Develop strong working relationships with cross-functional teams within the company.
Work with customers to identify reported system defects.
Works primarily under supervision and follows established procedures and guidelines.
Performs all other duties as assigned.