Customer Support iPipeline, Inc.
THIS JOB HAS EXPIRED DescriptionCustomer Support
Support new client set up requirements. Answer phone calls and emails to resolve Tier-1 and Tier-2 service issues in support of the company product suite.
Communication skills to interact with callers effectively and to be able to quickly interpret the intent of a call to provide effective service.
Follow-up skills to effectively handle and prioritize concurrent service issues.
Organization skills to be able to handle multiple activities simultaneously.
Attention to detail to ensure all client set up requirements are executed accurately service tickets are completed in full.
Strong customer service orientation with a ?can do? attitude.
Listening skills to identify customer issues and to aid in learning technically oriented systems and processes.
Aptitude for new technology learning.
Document issues and solutions of a technical nature and share new learning with the other team members.
Independent thinking and problem resolution. Provide input to improve processes and products.
Basic networking knowledge incorporated within desktop or help desk support.
Computer proficiency and experience with MS office suite, such as Access, Word, Power Point, Excel, and Office.
HTML experience and working with ?links?.
Ability to utilize WebEx or other screen sharing tool.
Experience with analyzing and troubleshooting web-based applications and IIS.
Handle Tier-1 service issues from clients. Service requests may be received via phone, email or chat feature and could include updating/replacing PDF?s on customer websites, setting up email accounts, adjusting browser settings, etc. Escalate issues as necessary.
Open and close service tickets using Salesforce.com.
Provide training to client base to educate them on new products and to provide routine refresher programs on their existing products. Training is generally provided via WebEx.
Utilize iService to create website links for new clients. Use RSA to assign tools, forms and services to match requirements. Perform a walk through with the client on how to utilize the tool package as necessary.
Set up email accounts for new customers. Make changes to email accounts or terminate accounts as needed. Troubleshoot with clients as required.
Analyze error messages to identify issues, gather error logs and make determination of source of error before escalation to Tier 2, Tier-3, or Professional Services teams.
Answer occasional incoming calls for employees. Direct calls to the proper person or department. Take messages as needed.
Education and Experience Required:
Bachelor?s degree or equivalent is required.
Minimum two to three years of experience in a busy customer service environment utilizing phone, web and email is required.
Knowledge of MS tools Word, Power Point, Excel and Office is required.
Adobe Acrobat experience is desired.
HTML experience is desired.
Knowledge of programming skills is a plus.
||Exton, PA |
THIS JOB HAS EXPIRED