Software Support Representative SilkRoad Technology
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At SilkRoad, it's all about the employees! It's all about the flexibility. It's all about the extras. It's all about growth (yours and ours). It's all about opportunity...to build your career with a leader. At SilkRoad, you can have a major impact on our clients, you can have an important part in our success, and you'll work in a great environment that's loaded with talented professionals. It's all here!
SilkRoad technology is a leading hosted software solutions provider, and is seeking a top candidate to join our Client Support team. The ideal candidate will be responsible for ensuring customer satisfaction through the ongoing support of SilkRoad's ever-expanding customer base. This is a highly visible role with a focus on customer care methods and procedures and is crucial to SilkRoad's success.
Working as a member of the Client Support team, the qualified candidate will perform various duties including, but not limited to:
Providing a memorable customer experience with EVERY customer contact by ensuring every service request is handled professionally;
Providing telephone and email support to internal and external customers;
Investigating, diagnosing and assessing technical problems reported by customers;
Managing and documenting assigned incidents, including internal and external communications;
Documenting all customer interactions in our Customer Relationship Management (CRM) system;
Working with the Development team to diagnose problems and identify corrective actions for customers;
Understanding and assessing customer-reported issues to determine prioritization and steps to replicate utilizing the replication lab;
Learning, understanding, maintaining and contributing to internal support processes;
Maintaining strong adherence to Service Level Agreements;
Reviewing and updating knowledge base and technical support documentation to reflect current technical information on product;
Overseeing certain aspects of SilkRoad's customer service policies, objectives, and initiatives;
Participating in special projects as assigned.
Excellent knowledge of the Internet and software such as Outlook, Excel, etc.;
Strong problem solving skills;
Exceptional research skills and resourcefulness;
Ability to work with a globally distributed team without direct supervision;
Excellent written and verbal communication skills, with an emphasis on tone, structure, grammar, and spelling.
Minimum of 3 years experience in customer service.
Bachelor's Degree, preferred;
Phone/call center experience, strongly preferred;
Application Help Desk experience with CRM systems, preferred.
Winston-Salem, North Carolina, United States
||102 West Third Street |
Winston-Salem, NC 27101
THIS JOB HAS EXPIRED