Customer and Technical Support

Location: Monterey, CA
Primary Purpose

Provide technical and network problem resolution to customers by performing a question diagnosis while guiding users through step-by-step solutions. Solutions include, but are not limited to, resolving username and password problems, uninstalling/reinstalling software applications, verifying proper hardware and software setup, assisting with navigating around application menus and troubleshooting issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.

Key Areas of Responsibility

Customer Support
Deliver service and support to end-users via phone conversations, forum posts, and email;
Monitor/process web orders on a daily basis;
Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services; Gather customer’s information and determine the issue by evaluating and analyzing the symptoms; Identify and escalate priority issues per Client specifications; Redirect problems to appropriate resource;
Accurately process and record customer communication using case tracking software;
Offer alternative solutions where appropriate with the objective of retaining customers’ satisfaction and business;
Follow up and make scheduled call backs to customers where necessary;
Efficient and accurate data entry of direct mail orders and returns;
Skills and Attributes

Proper phone etiquette;
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 service principles and practices;
Makes customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships.
Effective listening skills;
Accurate data entry with speed of 45 wpm+;
Knowledge/training of desktop operating systems and applications
Knowledge/training of mobile operating systems and applications
Experience

Required:

3+ years of customer service and technical support
Trouble-shooting experience
Able to assist customers using PC, MAC or mobile devices
A very high standard of written and spoken English
Desired:

Knowledgeable in educational technology solutions