Support Concierge (Third Shift; 11:00PM - 8:00AM) Volusion
Volusion Support Concierges will work directly with our merchants providing day to day premium technical support. Support requests include such items as providing end users
with product information, software troubleshooting and customer service. Candidates should embody the Out of this World Support? values, which are:
We always look for an opportunity to deliver a WOW experience
When we are made aware of a problem we apologize and take the personal ownership to make things right. Our customers trust us with their business and we take that seriously
If a customer doesn?t understand how something works, we take the time to help them understand and learn. Every interaction with a customer is a chance to show them what we are made of.
ESSENTIAL DUTIES / RESPONSIBILITIES:
Respond to customer product and service inquiries via telephone, CRM ticket and internet chat
Meet or exceed services levels set for Support Concierge team
Work hand in hand with Volusion Account Managers to resolve complex customer issues and onboard new enterprise customers.
Proactively communicate with customers to help them understand how to use product and services properly.
Troubleshoot issues customer may have in using or configuring product.
Troubleshoot possible flaws with web-based software product. May perform any other related duties as required by supervisor
Excellent interpersonal, written and verbal communication skills
Ability to effectively solve customer problems
Good communication skills and effective problem solving skills
Ability to remain composed when dealing with irate customers
Basic understanding of computers
||Austin, TX |