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
support desk experienceticket managementissue resolutionknowledge base managementcustomer servicetriage processdocumentationsoftware featuresemail communicationphone communication
Soft skills
effective communicationteam collaborationproblem-solvingprioritizationtime managementescalationengagementadaptabilitycustomer focusinterpersonal skills