iCiX (International Compliance Information Exchange) is a venture-backed company focused on developing and marketing on-demand software solutions for managing documentation in supply chains. Companies use our cost-effective approach to confidentially store and share regulatory, safety and compliance documents over the Internet with their trading partners. We have had significant success in the food industry and are looking to expanding market leadership here and in other industries.
We are seeking a punctual, efficient and diplomatic Customer Support Specialist. The ideal candidate will have broad knowledge of computer software and experience with all aspects of customer support. Start-up know-how and experience with on-demand software is a plus.
The jobs primary responsibility is to provide customer support.
Specific duties will include:
? Work with customers to resolve issues using phone, email, desktop viewing and chat services
? Act as 1st point of contact for customers and assess severity of issues, prioritize them accordingly and notify management of critical
? Utilize ticketing system to record customer?s issues, resolutions and requests
? Identify and provide input to the customer support knowledge base
? Work with the Customer Support Manager to build a quality Customer Support Team
? Minimum 1 year of customer support experience
? Strong analytical and problem solving skills
? Ability and willingness to learn new technical skills quickly
? Ability to prioritize, organize and manage work activities
? Demonstrated ability to work and communicate in a team environment
? Experience with Microsoft, Apple and Adobe technologies
? Ability to speak multiple languages like Chinese and Spanish a plus but not required