Customer Support Representative

Job Responsibilities:

• Provide first level contact and convey resolutions to customer issues.
• Properly escalate unresolved queries to the next level of support.
• Provide excellent customer service and communication to customers.
• Relay information between Internal and External Customers in a proactive and efficient manner.
• Track, route and redirect problems to correct resources.
• Update customer data and produce activity reports.
• Monitor the support cases regularly to ensure the cases are closed as per the set Service Level Agreement (SLA)
• Coordinate with resources/third party vendor to meet the SLAs.
• Ability to complete the assignment on schedule.
• Ensure all orders are completed and systems updated accordingly.
• Ensure all outbound paperwork is accurate and recorded correctly.
• Maintain metrics, customer service logs.
• Other duties and special projects as assigned.
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Job Requirements:

Education Experience

• Associate degree (A.A.) or equivalent from three-year College or technical school with an emphasis in electronics required; Bachelor's Degree preferred
• Linux server including command line interface.
• Excellent Communication
• ITIL Intermediate Certified in (SOA -Service Offerings and agreements), Microsoft Office Knowledge
• Flexible to work in shifts.
• Experience should be in between 2-5 years.
• Experience in a fast-paced environment, need good time management, solid communication skills, and quick response.
• Working knowledge of the Software Life Cycle.
• Excellent organizational, and support case management skills.
• Strong understanding of Customer Support and Call enter Best Practices.
• Hands-on experience providing end-user support in a high availability, mission critical support operation. Managed Services Support experience is a plus.
• Excellent communications skills and the ability to communicate effectively at all levels both within and outside the organization.
• Ability to interface with external contacts while favorably representing Jibe in the marketplace.
• Strong knowledge of standard hardware & software configurations, Storage and Computing preferred.
• Successful communicator at all levels using all media, with excellent interpersonal skills.
• Demonstrates skill, knowledge and understanding of company, products, job duties, and appropriate work methods.