Job Description

Duties will range from answering simple questions in relation to customer accounts, delivering demonstrations of how to use the software and documenting & escalating technical support queries to the development teams. The successful candidate will possess excellent customer focused communication skills

• Acting as first point of contact for all customer inquiries and resolving where appropriate. This includes emails, web chat and phone calls
• Collaborating on cross-team and cross-product customer issues with a variety of resources.
• Participating in various operational activities outside of the client service team to ensure that operational service delivery meets and exceeds clients’ expectations
• Dealing with escalations in a prompt and efficient manner Direct involvement with the development team through customer feedback

Required Knowledge, Skills, and Abilities

• Experience working in customer service environment
• Excellent computer skills in MS Office applications including Word, Excel and PowerPoint. Skills in using other software applications including CRM systems, accounts software and administration packages a distinct advantage
• Basic understanding of cloud technologies
• Experience working in a pressurized and goal driven environment
• Must be a strong team player with the ability to also work on their own
• Willingness and aptitude to learn and adapt to new applications and processes quickly