Customer Technical Support Associate

Customer Technical Support Associate

Newton Vision Corp

Newton Vision Corp is a US-based consulting company with operations in Colombia with deep experience in business process reengineering, optimization, and digital transformation. We are expanding our development center of excellence so you can be a part of the exciting products and projects we are engaged in building.   

Job Description.

We are looking for a first-level Customer Support Associate to act as the initial point of contact for customers seeking assistance with software-related issues and provide superior support experience to our customers. This is a full-time position.

Responsibilities

• Provide excellent customer service to our customers and teammates through consistent and thoughtful behavior aligned with our values
• Respond to customer inquiries submitted via the company’s support portal, email and phone, providing guidance to customers
• Identify, evaluate, and diagnose basic technical issues reported by customers related to the company’s proprietary software solutions
• Collaborate with peers to efficiently deliver issue resolution
• Route complex issues to higher level resources for resolution as required
• Gather and document customer issue information accurately
• Author, edit, and actively contribute to the improvement of knowledgebase articles, FAQs, and functional documentation related to the company’s proprietary software.

Qualifications

Required Skills & Abilities

• Strong communication and interpersonal skills
• Basic understanding of computer systems and software applications
• Customer-oriented attitude with a willingness to learn
• Ability to excel in a high-paced ever-changing environment
• Ability to be consistently productive while working remotely, with access to a quiet work area with a reliable high speed internet connection (minimum 20Mbps download/2 Mbps upload) to conduct business over the telephone and video calls
• English language proficiency (spoken and written)

Preferred skills and abilities:

• Previous customer service experience
• Previous experience troubleshooting software issues
• Basic troubleshooting skills
• Working knowledge of Salesforce