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Technical Customer Service Representative

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Technical Customer Service Representative (Temporary)

Our client's interactive internet program is seeking an enthusiastic and capable Technical Customer Service Representative to help them deliver a best-in-class customer experience for their web analytics service. You will be communicating directly with business owners, analysts, and digital marketers around the world to resolve their problems, explain our data, and represent their needs and feedback to internal teams such as Engineering and Product Management.

The position is a temporary engagement (August 1 – September 30, 2016) requiring 40 hours of service per week (during business hours) and requires the employee to work at their offices located in the Financial District of San Francisco.

They are looking for someone with superb communication skills and technical aptitude who is eager to exercise a high degree of ownership over our customer experience. You will be the primary point of contact for their customers and will represent their brand and values with grace and professionalism. By representing the voice of the customer internally, you will also provide significant input into their product development process and implementation roadmap.

The ideal candidate will have a fundamental empathy for customers in general that will increase with each customer interaction. With a proactive mindset, the candidate will be able to get up to speed quickly with tools and procedures and be comfortable distilling complex information into simple answers. With a friendly, optimistic and professional demeanor, the ideal candidate will be able to communicate clearly and efficiently with internal teams and the customer alike.

My client's team focuses exclusively on delivering the richest and most meaningful analytics tools for their customers. Their obsession is to empower customers through compelling and actionable insights that drive measurable results for their business. They believe strongly in substance over style, which means you can count on getting the exact insights you need with out having to navigate through extraneous content to get the information you need right now.

This company's interactive product is a global pioneer in the world of analytical insight. Their vast experience means they've dealt with all of the pitfalls and tripped over all of the land mines, and over time, developed the most robust and accurate web analytics service of any provider.

Responsibilities:
· Working with the existing CS team to understand the details behind the service, customer needs, service policies and procedures.
· Prioritizing and classifying service requests.
· Resolving product or service problems, clarifying the customer's complaints; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
· Escalating issues as necessary to Product Management and Engineering teams

Basic Qualifications:
o Ability to empathize with and prioritize customer needs
o Uphold company values and respect every customer
o Exude patience and ownership with each customer
o Ability to resolve conflicts and set appropriate expectations with customers
o Ability to determine customer needs and provide appropriate solutions
o Ability to communicate clearly and concisely with both external customers and coworkers
o Ability to document customer account activities thoroughly and concisely
o Comprehension skills-- ability to clearly understand and respond appropriately to the issues that customers present
o Composition skills-- ability to consistently compose a grammatically correct, concise, and accurate written response to customer issues
o Ability to approach problems logically and with good judgment to ensure the appropriate customer outcome
o Ability to make appropriate decisions on behalf of the customer quickly and effectively
o Desire to continually learn
o Solution oriented and self-motivated
o Ability to effectively prioritize work time to ensure efficiency

· 1-2 years serving as a CS agent for a SaaS business
· 1-2 years experience in answering customer queries via a ticket system
· Experience using Zendesk Customer Service Software & Support Ticket System
· Experience responding to 20+ tickets per day

Preferred Qualifications:
· 2+ years as a CS agent for a SaaS business
· Experience responding to 40+ tickets per day
· Experience with website analytics services, digital marketing technology, SEO
· Experience using Atlassian Jira/Confluence issue tracking and team collaboration software
· MySql and command line experience
· Experience with online payment service providers (Paypal/Recurly)

Experience responding to queries via social media (Twitter)
Experience writing help center content (FAQ)

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