Software Support Representative SilkRoad Technology
SilkRoad technology, inc. provides software as a service (SaaS) solutions that significantly improve the talent within its more than 1000 customers across the globe. Through SilkRoad?s Life Suite, an integrated talent management solution, companies are able to hire better employees, identify high and low performers, drive a pay-for-performance culture and improve employee tenure. Our Life Suite solution set includes OpenHire, for recruiting management, RedCarpet for employee onboarding and life events, WingSpan for flexible employee performance management, GreenLight for learning management, Eprise for employee intranets and content management, and HeartBeat for core hr.
Founded in 2003, SilkRoad technology is a privately held company based in Chicago, IL, with offices around the globe. Our customers include a diverse set of industry leaders such as Allianz, Priceline.com and Crate and Barrel.
SilkRoad is seeking a highly energetic and versatile Software Support Representative to support its ever-expanding customer base. Responsible for ensuring customer satisfaction through the ongoing support of SilkRoad technology customers, this is a highly visible role and crucial to SilkRoad's success. The keys to this role shall be a focus on customer care methods and procedures, attention to detail, and good people and customer management skills.
Primary responsibilities will include:
Providing day-to-day customer contact and actively seeks resolution to customer problems with designated products and service lines;
Investigating, diagnosing and analyzing technical problems reported by customers;
Interfacing with internal technical and customer service personnel to determine the exact nature of a problem and provides solution procedures for the customer;
Tracking open incidents and driving towards timely resolution based on goals and follow-up with customers;
Documenting all customer interactions in CRM system;
Communicating with customers to understand their environment and process as closely as possible and recreate their issues in the replication lab;
Working with development engineers to diagnose problems and identify corrective actions for customers;
Managing and escalating customer issues to management as required;
Reviewing and updating knowledge base and technical support documentation to reflect current technical information on product;
Performs related services as required. Candidates will be expected to:
Provide front line customer interaction, providing key point of contact to ensure high-level customer satisfaction
Oversee certain aspects of SilkRoad's customer service policies, objectives, and initiatives
Special projects on an as-needed basis
Passionate about supplying end users with the highest level of customer support possible;
Demonstrated ability to work in a fast-paced, team-based environment;
Strong organizational and excellent follow-up skills with high attention to detail;
Ability to proactively communicate status of issues to customers;
Excellent communication skills - written, verbal and telephone;
Strong problem solving and trouble shooting skills;
Strong knowledge of Windows and Mac environments;
Strong knowledge of standard hardware & software configurations, TCP/IP protocols;
Familiarity with relational databases (SQL, Access) a plus;
Professional skills to deliver the highest level of response to the customers;
Strong customer orientation with excellent work ethic and dedication;
Ability to manage simultaneous, high-priority tasks and good organizational skills;
Previous experience in a help desk environment is required;
Minimum of 2 years of successful technical support and call center experience.
Experience in human resources or at a software solution company a plus, as is computer certifications (i.e. A+, Network+).
Jacksonville, FL, US.
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