Technical Support Representative II

Summary:

Provide excellent technical assistance and support to customers, ensuring satisfaction.The TSR2 will provide primary support to our customers across multiple software solutions and select hardware via phone, e-mail, online chat, and CRM Case. The TSR2 will provide continual feedback to the Support and Operations Organization to continually improve the level of support and efficiency of systems.

Duties / Responsibilities:

• Provide daily support to users of various systems including answering questions, analyzing problems, and quickly forming solutions to return systems to proper operation.
• Prioritize, assign, resolve and escalate cases through completion.
• Troubleshoot complex customer issues pertaining to product usage and configuration.
• Communicate clearly and effectively with end users, colleagues, and management to quickly resolve issues and ensure customer satisfaction.
• Provide support on hardware and software solutions to meet client requirements, routinely observe operational performance, and assist/conduct data migrations when necessary.
• Maintain detailed records of daily interactions with customers, installation activities, reported issues, and completed solutions along with any further actions required of management or repair personnel.
• Increase personal technical knowledge by reading published documentation from internal product development team.
• Maintain competitive technical understanding of Navigate360’s primary competitors.
• Develop training manuals and troubleshooting procedures to help both support personnel and end users interact properly with hardware and software.
• Provide assistance and mentoring to new team members through the sharing of product and process knowledge.
• Conduct / assist in conducting technical product demonstrations to assist in sales meetings, RFP responses and other situations where technical expertise is needed.
• Collaborate with technical staff and clients to establish goals and objectives for system improvements and upgrades.
• Create and implement new processes to improve efficiency and customer satisfaction while reducing costs.
• Ensure resources such as quick text and support articles are accurate and current.
• Proactively communicate with customers to help them understand our products and services while improving product adoption.
• Commit to strict adherence of data privacy and security protocols.
• Meet and exceed service level goals set for the team.
• Other duties as assigned.

Required Qualifications

• High school diploma and willingness to learn through on-the-job training
• 3+ years of customer support using phone, email, and chat
• Passion for helping and satisfying customers
• Excellent analytical and problem-solving skills
• Excellent verbal and written (email) communications skills.
• Reliable, positive attitude, strong work ethic and good listening skills
• Dynamic telephone presence
• Previous experience with Salesforce
• Strong communication skills and ability to remain calm and professional in all circumstances
• Quickly identify problems and execute step-by-step troubleshooting procedures
• Experience documenting processes and creating customer-facing quick-reference guides.
• Working knowledge of Salesforce, Service Cloud, Jira, PC and Mac operating systems and Microsoft Office365 Applications
• Occasional travel required 10%

Preferred Qualifications:

• Bachelor’s degree
• Microsoft A+ Certification
• Highly competent in Salesforce (Lightening) and Microsoft Office 365
• Bilingual English/Spanish

Normal Working Hours and Conditions: Core business hours are generally 8:00 am – 5:00 pm. However, this position will require work to be performed outside of normal business hours based on company operations.

Physical Requirements: Primary functions require sufficient physical ability and mobility to work in an office setting including verbally communicating, seeing, and hearing to exchange information and fine coordination including use of a computer keyboard. Daily physical functions include standing, sitting, and walking for prolonged periods of time and occasionally stooping, bending, kneeling, crouching, reaching, and twisting. The employee may engage in lifting, carrying, pushing, and pulling light to moderate amounts of weight up to 25 pounds. The position also requires the operation of office equipment requiring repetitive hand movement.