Support Representative I BrandMuscle
THIS JOB HAS EXPIRED Description
This is a full time position M-F, 10am to 7pm. There are also times when the Support Representative (SR) will be responsible for answering calls via a smartphone after hours.
The Support Representative (SR) identifies and handles client inquires in a help desk environment. The SR answers all help desk calls and supports Client Services with all aspects of help desk operations.
This position involves extensive contact with clients, with a focus on client satisfaction. Under direct supervision, the SR responds to and diagnoses problems through discussion with users and assists the Support Services Lead with project workloads. Major focus of the SR includes:
Answering help desk calls for all clients on multiple web based applications.
Responding to and processing help desk e-mails.
Resolving basic problems while referring more complex problems to Support Representative II, Support Services Lead or Client Service Account Executive.
Helping new users through the post-training learning and acclimation process.
Trafficking one-off advertising requests according to client specifications
Processing data changes requested by the client.
Retrieving and sending files to clients as needed.
Maintaining help desk tickets, tracking information completely and accurately.
Interacting with client services teams on a daily basis to ensure client satisfaction.
Providing assistance on user guides, tutorials, and quick tips to benefit the client.
Providing support and assistance on special assignments.
Providing monthly departmental reporting
The SR must be flexible and able to accommodate a variety of priorities.
Excellent customer service skills
Self-starter with can-do attitude
College degree preferred; some college or equivalent experience required.
Must have excellent phone skills, with the ability to work in a fast-paced help desk environment.
Strong organization and communication skills a must.
Must be thoroughly computer literate and be able to learn new software products quickly.
Availability to be on call for after-hours/weekend/holiday support as assigned.
One year of customer service, call center or help desk experience is preferred.
||Cleveland, OH |
THIS JOB HAS EXPIRED