Analysis Skills, Call Routing, Communication Skills, Customer Relations, Customer Support/Service, Documentation, Emerging Technology, Follow Through, Identify Issues, Knowledge Base, Maintenance Services, Presentation/Verbal Skills, Problem Solving Skills, Product Support, Software Administration, Telephone Skills, Time Management, Writing Skills
Specific Job Functions:
- Serve as primary client contact in regard to incoming support requests.
- Answers calls to the Customer Support Desk and accurately captures information on all service requests.
- Manage and resolve incoming customer support requests that may consist of application questions or problems in the area product functionality, troubleshooting, and bugs/enhancements.
- Solves problems independently using experience and troubleshooting procedures.
- Attempts to resolve majority of end user technical issues without need for further escalation or call routing.
- Escalate support request to internal teams as required. Follow through to obtain status updates.
- Facilitate issue resolution by being a liaison between our Customers and Internal Teams.
- Communicate status of support requests in a timely manner to our Customers and internal parties as needed.
- Keep up to date on the latest technology around our integrated products.
- Continue to increase individual skills which aid in the support of our products.
- Shares knowledge and experience with other team members to supplement collective knowledge base.
- Prepares process and procedure documentation, as needed, and participates in periodic process and procedure reviews to ensure that materials are regularly updated.
Qualifications:
- Bachelor’s degree in related field, or equivalent experience or Associates degree in related field with 2+ years’ experience.
- Excellent verbal and written communication skills.
- Independent problem solver able to trouble shoot and communicate technical software related information to diverse audiences.
- High energy and a high degree of flexibility to adapt to challenges.
- Confidence in public speaking.
- Must be able to work in rotating 24/7 shifts, including holidays.
Compensation:
The annual salary range for this position is $60,000 -$70,000, depending on experience.
Benefits:
INIT offers challenging tasks and responsibilities in a successful team with a pleasant working atmosphere and the opportunity for personal and professional growth. We offer a generous vacation package, 401K, medical, dental, disability and life insurance.
INIT is an Equal Opportunity Employer
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INIT Innovations in Transportation