Customer Support Associate

hace 2 semanas


Spain timesjobs A tiempo completo
Job Requisition ID
Responsibilities

Support customers and internal users who use ACS in different platforms. Our channels of communication are live chat, email, and phone. Interactions include but are not limited to: troubleshooting technical issues, product usage questions, onboarding and set up, and subscription inquiries
Perform extensive front line investigations into technical issues, and log cases with accurate information to provide a full record of each issue and resolution. Ensure every interaction is of the highest quality
Manage requests and act as a liaison with internal stakeholders (Sales, Customer Success, Engineering, Operations, Marketing, Finance)
Communicate daily with the Tier 2 Support team and leadership to report support issues, bugs, and important user concerns.
Take part in interesting and challenging support-related projects that will allow you to utilize your unique skill set and make an impact on our team

Minimum Qualifications

English Speaker at a business level
French Speaker at a business level
Have a passion for incredible customer service, exceptional communication (verbal and written) including top notch grammar and spelling, and excellent people skills. Are a master on breaking down complex concepts into day to day terminology to help customers of all technical proficiencies
Have attention to detail with an analytic and technical mindset that helps you meticulously troubleshoot and evaluate issues quickly, efficiently and accurately
Are resourceful and not afraid to tackle difficult cases on your own; driven to work hard with minimum supervision
Are a ninja with your keyboard with fast and accurate typing and have unparalleled phone skills
Are a master multi-tasker nailing the art of juggling multiple chats at once, while handling emails, and supporting your peers
Are empathic and composed. You really enjoy learning from and talking to our customers. You have amazing composure are very patient
Understand the basic functionality of Apple iOS, Android, and Windows platforms as well as cloud-based software like Dropbox, Google Docs, Box, One Drive, etc
Are a team player, adaptable and have an amazing work ethic. You can identify where help is needed and are motivated to pitch in, coach, and train your peers

Preferred Qualifications

Previous experience in technical support
Familiarity with Service Cloud, Zendesk and other CRM systems
Experience with chat systems
Familiarity with the construction industry
Bilingual or trilingual

What's Next?

If you would like to be considered for future opportunities in the Customer Support team, please submit your CV here. Please keep in mind that this is not an open position we highly recommend first browsing our open vacancies and submitting your application here only if you cannot find a currently open position that matches your skills. We will contact you if and when a position in the Customer Support team opens that is a match with your skills and experience.



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