Product Support Rep I

The Role:

This role provides first-tier technical support directly to CentralSquare's customers via phone, web, and/or email communications. Works with customers to diagnose problems and/or resolve questions. Escalates complex issues to appropriate technical experts.


Job Duties Include:

• Provide internal and external user support for application issues of a technical nature.
• Collaborate with fellow support colleagues and other internal organizations to provide superior
customer service.
• Maintain consistent, regular communication with customers regarding the status of their requests.
• Act as a customer advocate by working directly with customers on high-priority issues to deliver
timely resolution and capture customer feedback to influence process/product improvements.
• Use Knowledge Base (KB) to solve Cases in a timely manner
• Ensure Knowledge Base (KB) content is correct by providing updates & feedback where appropriate
• Create draft content to be used in our Knowledge Base (KB)
• Anticipate customer needs and effectively address concerns related to their issue or resolution.
• Effectively handle difficult customer interactions and challenging customer problems without the
need for supervisory intervention
• Maintains poise and professionalism even with very difficult and demanding customers.
• Ensure that individual performance meets or exceeds department standards.
• Develop strong working relationships with cross-functional teams within the company.
• Work with customers to identify reported system defects.• Works primarily under supervision and follows established procedures and guidelines.
• Provide on call after hour support on rotating basis.
• All other duties as assigned.

Requirements:

• Associate's Degree in IT or equivalent relevant experience required
• 0-1 year experience in software support or other related position
• Strong communication skills with the capability of interfacing with all levels of the organization