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Software Support Representative SilkRoad Technology
THIS JOB HAS EXPIRED
Tracking Code303093-499
Job Description
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.
Required Skills
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.
Required Experience
Minimum of 3 years experience in customer service.
Preferred Experience:
Bachelor's Degree, preferred;
Phone/call center experience, strongly preferred;
Application Help Desk experience with CRM systems, preferred.
Job Location
Winston-Salem, North Carolina, United States
Position Type
Full-Time/Regular
| Location: | 102 West Third Street Suite 250 Winston-Salem, NC 27101 United States |
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THIS JOB HAS EXPIRED
SilkRoad Technology
Investors: Foundation CapitalAll Jobs: at SilkRoad Technology
| Web Site: | www.silkroadtech.com |
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| Headquarters: | 102 West Third Street Suite 250 Winston-Salem, NC 27101 United States |
| Industry: | IT Services |
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