Job Summary
Represent Virbela by providing assistance to clients and end-users with the Virbela platform in a fast-paced, virtual environment. World-class customer service/experience is required for every interaction with strong problem-solving skills, empathy, and urgency to every engagement.
MAJOR FUNCTIONS:
Providing a world-class customer experience to clients using both Macs and Windows-based systems using a ticketing system.
Work with clients to identify computer/software problems and advising on a solution
Gather customer information and determine the issue by evaluating and analyzing the symptoms
Diagnose and resolve technical hardware and software issues
Identify trends and report to the manager of underlying problems and possible solutions
Update self-help documents so clients/staff can use self-service to fix problems themselves
Identify and escalate priority issues to the manager to work with product development or engineering
Accurately process and record all agent engagements using a computer and designated tracking software
Research required information using available resources
Follow standard processes and procedures
Redirect problems to the appropriate resource
Organize ideas and communicate oral messages appropriate to listeners and situations
Follow up and make scheduled callbacks to customers where necessary
Stay current with Virbela technology information, changes and updates
Provide chat, phone and in-world support to clients and end users of the Virbela platform
Requirements
Education:
BA/AA degree in computer science or related field strongly preferred
A+/Net+ certifications a plus
High School Diploma/GED required
Experience:
2+ years in a high-volume, technical support role with a focus on delivering a world-class customer service/experience
Competency with mac OSX and Windows 7/8/10
Saas industry experience a plus
Proper etiquette via engagement with agents/brokers in cloud-based environment and phone
Ability to speak and write clearly and accurately
Demonstrated proficiency in typing and grammar
Knowledge of relevant software computer applications and equipment
Knowledge of customer experience principles and practices
Effective listening and problem-solving skills
Ability to work remotely with no direct in-person supervision
