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:
-Work from anywhere within the US for most roles
-Competitive Salary
-Medical, Dental, and Vision Insurance
-Flexible PTO
-401K - 100% vested with ~4% match
-12 Paid Holidays
-Company Laptop
-Reimbursement for home office expenses
-Employee Referral Bonuses
-Short-Term and Long-Term Disability Insurance
-FSA & HSA Options
-Life Insurance
-Personal and Professional Development
-Employee Assistance Program (Mental Health)
-Parental Leave + baby bonus
