Resolves problems with customers via telephone, email or chat sessions using full technical product knowledge and interpersonal skills. Troubleshoots and addresses highly complex issues as escalated by the team. Supports the effective operation of the Technical Support Team.
- Communicates complex technical solutions to customer using all channels; resolves issues for difficult customers. - Resolves escalated and complex technical issues. - Develops and improves processes and tools and contribute to platform development. - Prepares reports on effectiveness and efficiency of support center. - Resolves a diverse range of complex problems where analysis of data requires evaluation of a variety of moderately complex factors. - Maintains contact with vendors and internal technical team. - Builds relationships with business leaders, technology business partners and customer support technicians.
- Bachelor's degree required. - 5+ years of experience or equivalent combination of education and experience. - Demonstrates ability to articulate complex technical issues in simple to understand terms to both management and customers. Demonstrates ability to support less experienced agents and serve as an escalation point. Demonstrates leadership qualities. Demonstrates strong customer service and communication skills.