Technical customer support
Location
Eden Prairie, MN | United States
Job description
Technical Customer Support
Our Location: Remote, MT or CT zones
Job Summary : Engage with customers in a friendly, empathetic, and professional manner to establish rapport and build trust. Actively listen to customer concerns, ask clarifying questions, and demonstrate genuine care for our customer's technical issues.
- Thoroughly review all customer communication, using plain language to ensure understanding, and asking for feedback to ensure effective communication.
- Provide quick responses to approximately 25 email requests and 10 phone requests per day to help ensure team SLAs are met.
- Proactively manage individual queues and backlogs, addressing and resolving aging requests to ensure timely and efficient handling while maintaining optimal workflow.
- Document customer interaction for each case, including contact information, how the customer is experiencing the issue and troubleshooting steps.
- Document cases for customer requests from all channels: phone calls, chats, emails, and queues.
- Assist customers with account and subscription management, process refunds, along with technical issues related to SketchUp:
- Billing and invoicing
- Account Authorization
- Entitlement management
- Download and installation
- SketchUp Extensions
- Crash identification
- Bug tracking
- Effectively apply and exhaust relevant knowledge base content and other resources to efficiently qualify escalation of customer requests.
- Adhere to prescribed communication and incident protocols, ensuring swift and effective dissemination of information to the appropriate channels when required.
- Maintain and refresh knowledge of products, promotions, and internal systems through training and continuing education.
Skills: - 2 years of experience supporting customers via chat, email, and phone
- Customer-focused approach that ensures all interactions and solutions are tailored to meet the needs of our diverse customer base
- Technical proficiency and familiarity with computer systems, software, and Google Suite
- Excellent communication skills, including active listening, empathy, and patience with the ability to adapt communication styles to different audiences
- Time management and prioritization skills, enabling high quality and time sensitive customer communications
- Attention to detail while working through issue discovery and documenting case notes
- Able to maintain composure and professionalism during high-pressure situations
- Troubleshooting skills to swiftly identify, diagnose, and resolve technical issues, ensuring minimal downtime and optimal system functionality for customers
- Comfortable working in a remote environment, with occasional in office meetings
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- Dice Id: 10529458
- Position Id: 21341
Job tags
Salary
