Customer Support Representative

Job Posting Title: Product Support Representative

Duration: 3+ months (possible extension/conversion)

Location: 610 Opperman Dr, Eagan, Minnesota, USA – 55123.

Reach me at 612-328-9591 Ext. 713

Description:

Key Responsibilities:

Major Responsibilities / Accountabilities:

• Respond to enquiries from customers in relation to the installation, functionality, and performance of supported products either verbally by telephone, or in writing by email or letter.
• Maintaining correct contact details for our client base on our internal systems
• Concisely and accurately document support request information, paying particular attention to problem description, resolution and follow up action.
• Identify causes of and solve problems for customers within acceptable time standards.
• Ensure, where appropriate, information gained from handling supports queries is promoted to the knowledge base and communicated to interested parties.
• Feedback to design and development to facilitate continuous product improvement.
• Basic product testing of new and existing product releases to identify bugs/glitches to feedback to design and development.
• Identify areas for professional & personal development and arrange for sessions with suitable sources to facilitate improvement.
• Ability to identify busy periods and react with increased productivity.
• Assist in the distribution of various forms of media for both existing and new customers.
• Maintain up to date product knowledge of all supported products to facilitate the continued provision of quality guidance to customers.
• Promote usage of our Customer Centre to users to encourage self-help on support queries.
• Liaise with credit control to deal with clients’ account issues.
• Basic complaint handling from dis-satisfied clients.
• Identify cross selling opportunities from existing client base and inform Sales of any resulting opportunities.

Required Skills:

• The individual will work closely with the Development, Professional Services, Credit Control and Sales teams.

Technical /Professional Skills & Competencies:

• Strong customer service/people skills
• Problem solving/attention to detail.
• Able to work as part of a team/individually.
• Organization
• Multi-tasking

Essential Skills:

Desired Skills:

• Tax and Accounting background
• Good software skills
• Innovative
• SQL, XML, XBRL

Job Types: Full-time, Contract

Salary: $20.00 per hour

Experience level:

• 2 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Ability to commute/relocate:

• Saint Paul, MN 55123: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Required)

Experience:

• Customer support: 2 years (Required)
• Call center: 2 years (Required)
• Technical support: 1 year (Preferred)

Work Location: One location