Customer Support Representative
ManageAmerica | Property Management Software
full-time
Posted on:
Location Type: Remote
Location: California • United States
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Salary
💰 $21 - $23 per hour
About the role
- Initial point of contact for customers seeking assistance through ManageAmerica’s online SupportDesk.
- Know the triage process inside and out, including but not limited to, prioritizing and managing the queue to ensure a timely resolution.
- Attend all team meetings and stand-ups.
- Properly escalate complex issues to higher-level support/SMEs.
- Communicate effectively with other support tiers or departments to facilitate issue resolution.
- Respond to incoming support requests via Salesforce and utilize email and phone when necessary.
- Create and manage support tickets to track and document issues.
- Utilize the knowledge base whenever possible to provide users with relevant information.
- Assist with the knowledgebase articles by ensuring that documentation is up to date and missing content is reported accordingly.
- Keep up to date with new modules and software features as they are deployed.
- Attend and engage in regular meetings.
- Respond to internal and external emails.
- Be prepared to regularly correspond via our Microsoft Teams support channel to communicate in real time with your colleagues.
Requirements
- 3+ years of previous Support Desk experience required - comparable experience in a Customer Service role would be considered
- Previous in-office experience required
- High School education required, some college or degree preferred
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
support desk experienceticket managementissue resolutionknowledge base managementcustomer servicetriage processdocumentationsoftware featuresemail communicationphone communication
Soft Skills
effective communicationteam collaborationproblem-solvingprioritizationtime managementescalationengagementadaptabilitycustomer focusinterpersonal skills