Receive, investigate, and respond to customer inquiries in a thorough and timely manner.
Track open tickets that require follow-up, driving those items to resolution.
Document customer interaction within each support ticket.
Distinguish between user errors, bugs, and platform enhancement requests.
Decide when to escalate support tickets to another level or organization and ensure that those escalations are completed effectively and efficiently.
Develop and maintain support resources and documentation, including knowledge base articles, manual updates, etc.
Relay feedback on the product to the Product team.
Test new releases in a testing environment as requested by Test team.
Participate in periodic on-call rotation for after-hours emergency support calls.
Ability to travel nationwide, up to 10% annually.
Performs other duties as assigned.

Requirements

2+ years’ experience in customer support / call centers.
Proven ability to delight customers.
Excellent communication skills.
Strong analytical skills and attention to detail are required.
Previous experience with CRM or support software.
Software support experience.
Familiarity with database applications and general computer knowledge, such as, Microsoft Windows Server, IIS, and SQL Server.
Associate or bachelor’s degree preferred.
Experience with Salesforce CRM or JIRA a plus.
Human Services industry experience is a plus.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer supportsoftware supportanalytical skillsattention to detaildatabase applicationsMicrosoft Windows ServerIISSQL ServerSalesforce CRMJIRA

Soft Skills

communication skillsability to delight customers

Certifications

associate degreebachelor's degree