Customer Support Associate
hace 4 días
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 qualityManage 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
German 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 proficienciesHave 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
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