Customer Technical Support SugarSync
THIS JOB HAS EXPIRED Overview
SugarSync is the leader in the personal cloud space, giving you anytime, anywhere access to all of your data.
SugarSync is looking for a talented support representative with a passion for delivering awesome end-user support. You may be the person we?re looking for if you have a strong desire to achieve high customer satisfaction and possess the ability to understand and resolve complex technical issues, use common sense, and can think on your feet.
Self Exam - A 100% score is required to apply
You can provide technical support for your grandmother without losing your cool.
You?re known for complete bug reports and trouble tickets. (People don?t have to ask for more information to understand the issues you documented)
Other Support staffers come to you for help.
You have a have a sense of humor that can make light of a difficult situation and yourself. (We have fun in our job and want new additions to the team to be just as crazy as we are)
?No one told me to work on that problem? isn?t in your vocabulary. (Only self-starters need apply)
Responsible for providing consumer customer and technical support via phone, e-mail and chat as required. Work with customers to identify, troubleshoot and resolve basic to complex technical and non-technical end user customer questions for all SugarSync products. Escalates unresolved issues to the appropriate channels. Works under minimal supervision on advanced technical or unusual support problems.
Provides basic to highly complex technical support to resolve installation/set up, configuration and usability questions for end customers.
Troubleshoots software, hardware and network problems and provides 3rd party support referrals as necessary.
Thoroughly documents new issues (bugs) providing sufficient information to help development diagnose issues. Attempt to reproduce when possible.
Provides account and billing related support. Authorizes service cancellations and exception-based service extensions within established guidelines using SugarSync?s Admin system.
Resolves customer problems and questions via phone, e-mail and chat.
Refers to training, collaborates with associates, and exercises common sense on problem resolution.
Responds to customer email using KB articles, templates as well as formulating personalized responses.
Exercises good judgment by involving T3 Technical Support Engineers and management in resolving customer issues as necessary.
Escalates unresolved customer issues in a timely manner
Actively engages in continuous improvement recommending content, solutions, or alternative processes that may improve the customer experience or our operational efficiencies.
Accurately categorizes customer issues and their resolutions using SugarSync?s CRM system.
Correctly uses tools, resources and processes
Outstanding listening and probing skills.
Excellent written and verbal communication skills and a strong desire to achieve high customer satisfaction.
Ability to understand and resolve complex technical issues, use common sense, and the ability to think on your feet.
Must be a logical thinker and understand the concept of synchronization products.
Ability to collaborate and function well in a close team environment
Strong experience resolving OS technical issues, (Windows & Mac)
Knowledge of personal and corporate network technologies (firewalls, VPN, proxy server configurations, Windows TCP/IP), and relevant protocols.
Broad skills in wireless technologies (mobile devices/browsers/gateways, specifically Android, iOS, and Blackberry, etc.).
Prior technical support of consumer products/services is required.
Minimum 2 years of experience in a technical support environment
BS degree highly preferred
Previous experience with CRM systems and billing/account management tools.
||San Mateo, CA |
THIS JOB HAS EXPIRED