Level I Support Rep

Profile

Level I Support Rep
We are seeking a full-time Level 1 technical support representative whose primary responsibilities include:
Key Responsibilities:
Interact with customers by phone and/or email to either: Resolve simple or well-understood technical issues
Document more complicated issues and escalate them to Level 2
Manage the queue of inbound issues and ensure that processes are being followed
Provide support to customers via web-based tools for certain standard system functionality
Contribute to the overall delivery of support by active participation in the development and deployment of tools and processes
Applicants must possess strong technical and communication skills, excellent problem solving abilities, and an attention to detail. Demonstrating a sense of urgency with regard to resolving customer support issues is paramount. Follow through is essential.
Key Requirements:
Excellent verbal/written skills and phone presence
A strong desire to work with Customers to solve technical problems
Excellent Microsoft skills (especially Windows, IE, Excel, Outlook)
Proficiency with web-based tools including FTP and IM clients,
Familiarity with the use of CRM systems
Process orientation
The ability to thrive in a hectic, fast moving environment where it may be necessary to wear many different hats at different times.
“Nice to Have” Skills
Familiarity with the basics of Equity compensation
Some level of Accounting training and professional experience
Familiarity with FAS123R
Experience with Customer Support, especially in a hosted software environment.
Experience translating customer requests into coherent Requirements that can be addressed by software engineers.
Basic HTML coding skills
Basic SQL Query writing
We offer competitive salary, company sponsored Medical/Dental/Vision Plans, Company-Paid Holidays, Vacation, and 401(k) Plan.
Confidential Company

Company info

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