Offer summary

Qualifications:

Strong communication and interpersonal skills, Basic understanding of computer systems and software applications, English language proficiency (spoken and written), Customer service experience preferred, Troubleshooting skills are an asset.

Key responsabilities:

Provide excellent customer service to customers and teammates

Respond to customer inquiries via support portal, email and phone

Diagnose basic technical issues with proprietary software

Collaborate with peers for effective issue resolution

Improve knowledgebase articles and functional documentation

Job description

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: