East Greenbush Categories:
Product Support Specialist Autotask
Benefits: Company paid medical and dental, holiday, and vacationJob Summary:
You will work in a web-based customer support environment with an emphasis on response and high levels of customer satisfaction. You will be supporting the Autotask PSA web-based application and responsible to resolve, or escalate all incoming customer support requests. Requests may be workflow, technical or contractual in nature and you will need to ensure the customer?s interests are represented. You will be expected to deliver the highest level of service in the industry with a goal to create ?Raving Fans?.
Essential Responsibilities:
Utilize both verbal and written communication to fully resolve or properly escalate Level I tickets, while building ongoing relationships with customers.
Troubleshoot and attempt to resolve all reported system Defects prior to escalation.
Provide customers with workflow and implementation based assistance when necessary and identify when they need to work with their designated Implementation Manager.
When scheduled, perform dispatching function by taking support calls, creating a ticket and processing as appropriate.
When scheduled, respond to all escalated customer support requests via phone.
Work all customer tickets using Autotask; including proper creation, escalation and completion requirements.
Develop advanced product knowledge.
Encompass a solid understanding of IT Services workflow processes.
Qualifications:
Must possess a positive, professional phone demeanor; superior communication skills.
Candidates should have a demonstrated aptitude for learning new technologies and applying general and industry specific business knowledge in a fast paced, analytical and team-oriented environment.
Strong computer literacy skills: file system basics, operating system navigation, conceptual network connectivity, Internet and internet browser literacy.
Strong written and verbal communication skills, including the ability to appease frustrated or angry callers in a positive, sympathetic, and diplomatic way.
Ability to approach support issues from a training perspective when required.
Experience managing and responding to multiple issues in the same time period.
Effective troubleshooting skills: habitual use of triage based approaches to problem solving where the solution is reached by reducing the complex to the simple with an ever-narrowing focus.
Technical or application support experience, software deployment, or technical account management experience in a technical environment, preferably with a software company
Flexible Schedule to work early mornings or later evening when scheduled or needed.
Experience managing and responding to multiple issues in the same time period.
Familiarity with CRM and Billing software a plus.
Knowledge of organizational workflow processes a plus.
Associates or Bachelors degree in Business Administration, Information Technology preferred, or equivalent experience
Fluency in Spanish preferred.
To apply for this position, please click here to email with your qualifications, resume, and salary history.
Note: This job description is not intended to be all-inclusive. Employees may be required to perform other related duties as assigned to meet the ongoing needs of the organization.
| Location: | 26 Tech Valley Drive East Greenbush, NY 12061 United States |
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Autotask
Investors: JMI EquityAll Jobs: at Autotask
| Web Site: | www.autotask.com |
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| Headquarters: | 26 Tech Valley Drive East Greenbush, NY 12061 United States |
| Industry: | Software |
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