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Customer Support Associate
hace 2 meses
About the Role:
Craig Test is seeking a highly skilled and experienced Customer Support Associate to join our team. As a Senior Customer Support Associate, you will be responsible for providing exceptional customer service to our clients, resolving technical issues, and ensuring customer satisfaction.
Key Responsibilities:
- Respond to customer inquiries and resolve technical issues in a timely and professional manner.
- Provide accurate and efficient support to customers via phone, email, and live chat.
- Log all issues and status updates in our internal tracking system.
- Understand customer business objectives and apply expertise to resolve issues and ensure customer success.
- Reconcile invoices and explain charges to customers to enhance their understanding of billing processes and policies.
- Identify root cause(s) and diagnose software defects, misconfiguration, content issues, or end-user issues.
- Support multiple cloud solutions, including Adobe, Dropbox, Microsoft O365, and Google.
- Identify gaps in knowledge base articles and recommend improvements to the team or process.
- Interact closely with various departments and vendors to provide timely resolution on issues.
- Share best practices and provide on-the-job coaching to team members.
- Provide concierge service to VIP partners and support complex cases.
Requirements:
- Excellent verbal and written communication skills, as well as analytical and problem-solving skills.
- Knowledge of Microsoft O365 and/or Azure is an advantage.
- Ability to prioritize user requests effectively and manage user expectations.
- Ability to balance attention to detail with expeditious execution in a fast-paced working environment.
- Passion for driving exceptional customer experience.
- Previous experience troubleshooting and debugging SaaS cloud solutions is a must.
- Ability to work through ambiguity and thrive in a rapidly changing business environment.
- Understanding of related terminology and concepts.
About Craig Test:
Craig Test is a leading provider of technology solutions to businesses around the world. We are committed to hiring and promoting the most qualified applicants for vacant positions.
