Product Support Rep II

CentralSquare Technologies•,

7d•Hybrid

About The Position

Second-tier technical support directly to CentralSquare's customers via phone, web, and/or email communications. This role works with customers to diagnose problems and/or resolve questions. In addition, escalates complex issues to appropriate technical experts or managerial staff.

Requirements

Second-tier technical support experience
Experience communicating with customers via phone, web, and/or email
Ability to diagnose problems and resolve customer questions
Ability to escalate complex issues to appropriate technical experts or managerial staff
Ability to work with customers on high-priority issues
Ability to capture customer feedback
Familiarity with Knowledge Base (KB) systems
Ability to handle difficult customer interactions
Ability to handle escalated calls/issues of increasing complexity
Ability to work with customers 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.
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 internal 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 with limited need for supervisory intervention
Maintains poise and professionalism even with very difficult and demanding customers.
Handle escalated calls/issues of increasing complexity.
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.
All other duties as assigned.