You will demonstrate excellent professional communication skills, applying deductive approaches to troubleshoot issues, documenting solutions for continuous improvement, and providing support as outlined below. In this team-based environment, you will be in the heart of the action with opportunities to apply your skills on new and exciting challenges.
Ensure customer requests are thoroughly investigated, processed accurately, and are closed within internal response-time targets.
Triage and route incoming customer support requests
Develop relationships with customers by becoming a trusted advisor and partner for all their needs
Follow documented process steps to efficiently prioritize, document/track, and resolve customer requests; or escalate to support teams and subject matter experts as appropriate
Recommend proactive solutions/improvements; contributes to the proactive development, implementation, and administration of customer support help sheets, usage guides, and FAQs for end users
Process new Partner applications
Continually develop and maintain product knowledge and personal domain expertise to ensure Partner and client satisfaction and to meet organizational goals
Positively represent the company and develop goodwill in all customer interactions
Assist with other tasks as required
Strong experience in a customer support role or combination of education and associates or bachelor’s degree
Experience in a high-impact customer support role
Bachelor’s degree from an accredited university
Experience working with a global customer base
Multilingual (Mandarin/Spanish a plus)
Strong communication skills both written and oral
Detail oriented with strong organizational skills
Strong analytical, planning and communication skills
Ability to identify process improvement opportunities
Strong interpersonal skills
Customer-centric, and a team player focus
Proficiency in Microsoft Office products (Word, PowerPoint, and Excel)
Strong business acumen
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
OpenArc is a technology consulting firm providing industry-leading technical talent placement, software development, and technology strategy services to clients nationwide. Through a unique blending of people and software, OpenArc has a business practice that delivers amazing enterprise, mobile and consumer-facing apps and the best talent for contract, contract-to-hire and direct placements for clients and partners alike.
Staffed with the most-trusted recruiting experts, elite software developers, UI/UX designers and market experts, our team provides clients with the best resources, the right techniques and world-class support resulting in powerful measurable success.