Customer Service Engineer Pivot Solutions

RESPONSIBILTIES:
Learn the Pivot 360 product/add-ons and environment to provide a foundation of the applications features, functions and integration points
Collaborate with Technical Support team members to properly manage customer inquiries
Gather the required information necessary in order to best handle customer software and technical inquiries
Manage customer expectations regarding estimated response times for issue resolution
Pull in resources, such as team members, Supervisors and Engineers to solve difficult/complex issues
Own client issues from beginning to end
Collaborate with team members to identify gaps in team knowledge and quickly provide the necessary documentation or training
Become a Subject Matter Expert of the Pivot 360 application to serve as a resource for the entire client facing team
Proactively reach out to clients, providing regular service calls to optimize the Pivot 360 experience
Contribute to future Pivot 360 version by acting as a client advocate for product functionality
REQUIRED SKILLS / QUALITIES:
Bachelor's degree or equivalent experience in a customer-facing role is required
Experience troubleshooting technical problems in relation to web based software applications
Must have excellent ability to learn and articulate software-related and technical concepts
Must have passion for being part of a hard working team
Ability to multi-task in a fast paced environment
Strong active listening skills and Customer Service skills
Must have strong attention to detail when communicating with customers (verbal & written)
Ability to empathize with customers and convey confidence
Basic understanding of Internet connectivity
Familiarity with Microsoft Office, AOL Instant messenger and general IM concepts
COMPENSATION:
Compensation includes a competitive salary, paid time off and a very generous benefits package including health insurance including vision, dental insurance, life insurance, short and long-term disability coverage, 401k, Flexible Spending Accounts, and commuter benefits.

Location:	215 First Street Cambridge, MA 02142 United States