Customer Service/Technical Support iPipeline, Inc.
THIS JOB HAS EXPIRED Support new client set up requirements. Answer phone calls and emails to resolve Tier-1 and Tier-2 service issues in support of the company product suite.
Communication skills to interact with callers effectively and to be able to quickly interpret the intent of a call to provide effective service.
Follow-up skills to effectively handle and prioritize concurrent service issues.
Organization skills to be able to handle multiple activities simultaneously.
Attention to detail to ensure all client set up requirements are executed accurately.
Strong customer service orientation with a ?can do? attitude.
Listening skills to learn technically oriented systems and processes.
Aptitude for new technology learning.
Document issues and solutions of a technical nature and maintain in solutions database.
Independent thinking and problem resolution.
Basic networking knowledge incorporated within desktop or help desk support.
Computer proficiency and experience with MS office suite, such as Access, Word, Power Point, Excel, and Office.
HTML experience and working with ?links?.
Knowledge of any version of Linux/Unix and Windows Server 2000/2003.
Ability to utilize WebEx.
Familiarity with various programming languages such as C#, VB.net, XML, ASP, PHP, Java, and Java Script. Ability to use this knowledge to classify an issue as support or code based.
Strong SQL Server 2000/2005 knowledge.
Experience with analyzing and troubleshooting web-based applications and IIS.
Handle Tier-1 and Tier-2 service issues from clients. Calls for service request to include updating/replacing PDF?s on customer websites, setting up email accounts, adjusting browser settings, etc. Escalate issues as necessary.
Create Power Point presentations to support service initiatives.
Open and close service tickets using Salesforce.com.
Provide training to client base to educate them on new products and to provide routine refresher programs on their existing products. Training is generally provided via WebEx.
Utilize iService to create website links for new clients. Use RSA to assign tools, forms and services to match requirements. Perform a walk through with the client on how to utilize the tool package.
Set up email accounts for new customers. Make changes to email accounts or terminate accounts as needed. Troubleshoot with clients as required.
Run and write ad-hoc reports and custom database scripts in SQL Server.
Analyze error messages to identify issues, gather error logs and make determination of source of error before escalation to Tier-3.
Utilize the Blue Hornet tool to generate broadcast emails of service affecting issues.
Answer occasional incoming calls for employees. Direct calls to the proper person or department. Take messages as needed.
Education and Experience Required:
Bachelors degree or equivalent is required.
Minimum three to five years experience in a busy customer service environment utilizing phone, web and email is required.
Knowledge of MS tools Word, Power Point, Excel and Office is required.
Adobe Acrobat experience is desired.
HTML experience is desired.
Programming skills preferred.
||Exton, PA |
THIS JOB HAS EXPIRED