Offer summary

Qualifications:

Associate Degree (A.A.) or equivalent experience required., Strong written and verbal communication skills are essential., Proficiency in Microsoft Office 365, especially Word and Excel., Familiarity with modern browsers and basic troubleshooting tools is preferred..

Key responsabilities:

Provide support to clients via email, phone, and chat.

Take ownership of client issues and ensure timely resolution.

Document all client interactions and escalate unresolved issues as needed.

Collaborate with other departments to resolve customer issues effectively.

Job description

Job Type: Full-Time

Provides support and assistance to clients via email, phone, chat, and/or other remote methods. Addresses and responds to customer inquiries on organizational products and services, including operational functions and troubleshooting. Provides clients with configuration recommendations to improve product usability, performance, and client satisfaction. Documents client interactions, including details of inquiries, complaints, comments, and actions taken. Possesses an understanding of the organization's products and services, but will escalate more complex inquiries.

The shift for this role will most likely be 8am-5pm CST and will also include after hours & weekend support every 4 weeks.

Responsibilities

Become product experts for BizLibrary’s products and services

Take ownership of client issues and strives for resolution

Address product and technical questions via email, phone and chat

Research, validate and work to resolve technical problems

Provide first line support to clients and prospects

Provide professional, prompt, and courteous client support by listening to clients and responding in a way that exceeds their expectations

Provide troubleshooting and problem resolution to clients

Log and clearly document all issues

Escalate items that are not resolved in accordance with SLA’s to Product Support level colleagues or Team Lead

Coordinate efforts and collaborate with other departments to quickly and creatively resolve customer issues.

Participate in product testing to assist in the new product release process

Comply with general and client specific Service Level Agreements (SLAs)

Assist other departments when workload requires, as may be directed by management

Some after-hours or weekend work is required

Other tasks as dictated by Director of Client/Product Support or VP of Client Services

Requirements

Associate Degree (A.A.) or equivalent from two-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.

Highly effective in both written and verbal communication

Ability to apply instructions and deal with problems involving multiple variables.

Ability to read and interpret documents, write routine reports and correspondence.

Ability to speak effectively with clients and coworkers

Ability to follow instructions and respond to management direction

Proficient in Microsoft Office 365 with an emphasis on Word and Excel

Experience communicating with all employee levels in the company.

Desired Skills

Familiarity with modern browsers and operating systems

Able to use Developer Tools within browser to diagnose issues

Salesforce familiarity

Benefits: