About the Role
Location: Remote, US
Type: Full-time
Workplace: remote
Category: Customer Support
JobDescription:
WorkWave is looking for a Technical Support Representative to join our Customer Care team. We are building a team of motivated, organized, energetic, and empathetic professionals with strong customer advocacy skills to help our field service clients navigate software applications. If you love to troubleshoot issues, have a natural curiosity to learn new things, and are driven to help customers, then this position is for you!
WHAT YOU’LL DO:
- Answer questions and deliver support to customers with varying degrees of product knowledge and technical proficiency
- Gather customer information to determine issues by evaluating and analyzing reported symptoms
- Identify and escalate priority issues; directing cases to appropriate teams and resources as needed
- Replicate customer-reported issues, capturing necessary information per standard processes
- Accurately process and record call transactions
- Offer product or workflow alternative solutions where appropriate
- Organize ideas and communicate messages appropriate to listeners and situations
- Proactively follow up and make scheduled call-backs to customers when necessary
- Stay current with system information, changes and updates
WHAT YOU’LL BRING:
- Bachelors degree or related experience
- 1-2 years of experience in accounting, customer service, or banking
- Accounting experience or knowledge of a service industry software application
- Experience with relational database tools SQL knowledge
- Ability to educate and explain technical or process-heavy information to non-technical end-users
- Results-oriented professional consistently delivering in an evolving environment
- Polished written and verbal communication skills
- Creative thinking skills
- Ability to work well with others to get the right answers quickly in a team-oriented environment
WHAT WOULD ALSO BE AWESOME:
- Experience working with modular, integrated software applications
- Experience with Microsoft Windows desktop and server operating systems and platforms
- Familiarity with report design tools Crystal Reports knowledge preferred
- Knowledge of networking and network equipment