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Technical Support Customer Advocate
hace 2 meses
About the Role:
The Technical Support Customer Advocate is a key member of the Entrust Eu, S.L. team, responsible for providing exceptional technical support to customers and partners. This role requires a strong analytical and problem-solving skillset, with the ability to work in a dynamic environment and take initiative to resolve customer issues.
Key Responsibilities:
- Interact daily with customers to identify, document, and resolve customer issues
- Provide timely, reliable, and professional service
- Triage the CRM application queues daily
- Ensure that customer interactions are logged within the CRM system and updated with the correct information
- Provide first response to cases that are unclear as to what is being requested of support
- Identify and escalate complex issues to the best available team member
- Interact with various functional departments to provide timely and accurate solutions to customers
- Perform daily administrative tasks assigned to the ECS Support team
- Assist Global Product Support Management and Leadership to ensure day-to-day operations are functioning properly
Requirements:
- 1 year of experience working in an IT Help Desk or Call Center, working with customers on a daily basis
- College diploma and/or relevant background in a technical field
- General knowledge of Enterprise Security
- Strong analytical, troubleshooting, organizational, and problem-solving skills
- Proven ability to provide exceptional customer service and adapt quickly to new challenges in a fast-paced environment
- Ability to work in a collaborative team environment
- Strong English language communication skills, speaking, listening, writing, and reading
Preferred Qualifications:
- Working knowledge of Microsoft and/or Linux-based operating systems
- Knowledge of web servers, application servers, networking, and virtualization software
- Experience with Salesforce, RemedyForce, or other CRM systems
- Proficiency in other languages
