Product Support Associate

Key Responsibilities:

• Respond to and log all inquiries received from clients via telephone, chat,

email, or web site

• Maintain detailed documentation and updating tickets for all incoming support

requests in real-time

• Keep well documented and updated case notes on all tickets daily

• Provide daily communication to clients on outstanding ticket status

• Identify, analyze, troubleshoot and resolve client service requests

• Work as a team member to collaboratively resolve client requests and technical

issues, partners and vendors.

• Participate in group discussions, meetings, work teams, and company staff

meetings and events.

• Provide first level customer support including troubleshooting basic issues with

software applications

• Manage multiple cases at one time

• Ask and gather intelligent questions about the clients business and accurately

record in ticketing system

• Properly escalate tickets to a higher level of support as necessary including

service that exceeds skill level or any other issue that could impact customer

satisfaction

Required Skill Set:

• Excellent verbal and written communication skills Remote Support Analyst

must make the customer feel like their concerns are being appropriately

addressed either on the phone or in email; and must be able to communicate

details of the problem and the initial troubleshooting steps effectively to the

next level of support

• Basic technical skills to troubleshoot and resolve questions/issues with

computer hardware, network/internet connectivity, email, and other software

applications

• Ability to work proactively and collaboratively with the entire team.