Software Support Representative SilkRoad Technology
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Join SilkRoad and spread the smiles!
See What It's All About!
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