Product Support Associate

Key Responsibilities:

• Respond to and log all inquiries received from clients via telephone, chat, email, or web site
• Maintain detailed documentation and updating tickets for all incoming support requests in real-time
• Keep well documented and updated case notes on all tickets daily
• Provide daily communication to clients on outstanding ticket status
• Identify, analyze, troubleshoot and resolve client service requests • Work as a team member to collaboratively resolve client requests and technical issues, partners and vendors.
• Participate in group discussions, meetings, work teams, and company staff meetings and events.
• Provide first level customer support including troubleshooting basic issues with software applications
• Manage multiple cases at one time
• Ask and gather intelligent questions about the clients business and accurately record in ticketing system
• Properly escalate tickets to a higher level of support as necessary including service that exceeds skill level or any other issue that could impact customer satisfaction

Required Skill Set:

• Excellent verbal and written communication skills
• Support Analyst must make the customer feel like their concerns are being appropriately addressed either on the phone or in email; and must be able to communicate details of the problem and the initial troubleshooting steps effectively to the next level of support
• Basic technical skills to troubleshoot and resolve questions/issues with computer hardware, network/internet connectivity, email, and other software applications
• Ability to work proactively and collaboratively with the entire team.