Customer Support Representative Covario

Covario, Inc. is among the nation?s largest independent SEM (search engine marketing) and SEO (search engine optimization) solutions providers, offering both software and agency services for paid and organic search management. Covario provides large global organizations with robust solutions for paid search advertising, organic search (SEO), social media and display advertising. Covario enables complex and distributed organizations to control their brand integrity; ensure budget transparency; and deliver quantifiable results across business units, distribution channels and languages. Headquartered in San Diego, the company?s growing customer base includes some of the world?s best known brands in technology, retail, ecommerce, financial services, consumer electronics, media, entertainment, publishing and consumer packaged goods.



Responsibilities:

Monitor Help Desk software, email, and dedicated phone line, responding promptly to end-user inquiries
Research and address issues directly, or work closely with Production Operations, Account Directors, Sales Staff, and Product Development to resolve issues
Provide support for Product Operations, execute and validate software releases and assist with user testing
Provide light training on an as-need basis for the Covario?s applications
Answer simple user questions about Covario application software use
Assist in identifying trends in continuing software or systems problems
Documents user problems, resolution, and new solutions for future reference using Help Desk tools and resources.
Maintains regular and consistent attendance and punctuality.
Performs first-level core troubleshooting on software systems problems; answers questions, provides light technical solutions, and follows up to assist users in solving their system problems in a continuous user-support environment.
Refers user problems to Management, senior analysts or other support groups as necessary when additional assistance is required for resolution.
10+ Calls/emails/day



Minimum Qualifications:

BA/BS, business degrees preferred
Analytical & organizational skills with very strong attention to detail
Strong MS Excel skills
Excellent writing & communication skills
Knowledge of computer & technology products
Ability to multitask in fast-paced dynamic environmen



Preferred Experience (not required):

Experience working with web analytics, content delivery networks, advertising networks, etc.
ITIL experience desired (Information Technology Infrastructure Library)

Location:	10650 Treena Street Suite 204 San Diego, CA 92131 United States