ISO Sales Representative
World Business Lenders, LLC
Senior Technical Support, Tier 1
Total Expert
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $65,000 - $75,000 per year
Job Level
Senior
About the role
- Troubleshoot client's product questions or problems via live chat, email and phone, focusing on product functionality, operating environments and system configuration/setup
- Provide accurate and timely processing of customer inquiries submitted by Admins
- Keep a close eye on Support product question Slack channels and assist Tier 1 with questions submitted
- Assist in the training of new Support staff
- Serve as primary liaison between Total Expert and end users
- Document incidents in required tracking systems
- Proactively inform customers of how and when problems are resolved with strong focus on retention and referenceability
- Manage workload to ensure all customers' issues are handled in a timely manner and driven to resolution
- Convey customer feedback and escalations to Support Leadership
- Work collaboratively across other departments (Development, Customer Success, etc.) to ensure proper handling of customer issues
- Assist in verifying user-reported issues and communicate to the proper internal channels for resolution
- Assist in testing resolutions to ensure effectiveness
- Document and maintain up-to-date support policies, procedures, and knowledge base articles
- Function as Subject Matter Expert for escalation and edge case Support issues
- Promote and maintain a high quality, professional, service-oriented company image among end users and team members
- Take initiative to constantly expand product knowledge within the platform
- Participate in Saturday shift following team rotation guidelines (remote or in-office)
Requirements
- Associate degree or Equivalent SAAS Business Experience
- Minimum of 2-4 years’ experience in a call center or customer service environment
- Strong collaboration and team building skills
- Excellent problem solving and troubleshooting skills
- Ability to multi-task and adapt to a fast-paced environment
- Good verbal and written communication skills
- Strong attention to detail
- Proficient PC skills with knowledge of various software applications used for troubleshooting, call resolution and logging
- Excellent time management, decision making, and organizational skills
- Willingness to interact with customers in a professional, productive manner
- Required to participate in a Saturday shift following team rotation guidelines (shift can be covered remotely or in the office)
- Customer support hours: 10:30AM-7:00PM CST or 11:00AM-7:30PM CST
- Applicants must be authorized to work for any employer in the U.S.; employer cannot sponsor or take over sponsorship of an employment Visa at this time.
