Contract position s
" Cloud applications Sales and Customer Support "
with one of our direct clients in Atlanta, Georgia
for initial contract duration of 12 + months.
Vendors and candidates with H1B,TN VISA status are NOT eligible for this position.
o A full-time Tier 2 Concierge will be responsible for outbound communication required for customer set ups and retention. Communication with customers will primarily be by phone.
o The Tier 2 Concierge will lead departmental training/ status meetings as necessary.
o The Tier 2 Concierge will ensure completion of all service requests and training sessions in accordance with Essential Cloud’s established timeframes.
o The Tier 2 Concierge will communicate effectively and consistently with the on the ground sales force to complete customer set ups in a timely manner while providing the best possible experience for the customers.
o The Tier 2 Concierge will also be responsible for inbound query support, account maintenance and troubleshooting support by phone and online chat if necessary.
o The Tier 2 Concierge will also conduct training sessions as needed for our customers via video chat applications.
o The Tier 2 Concierge will coordinate installation of Managed Network Services and from time to time assist with manual provisioning of equipment.
o The Tier 2 Concierge will provide reporting and support to Managed Network customers as needed.
o The Tier 2 Concierge will also be responsible for cross-selling and upselling Essential Cloud services.
? Must understand needs of potential business customers to determine appropriate solution and/or service
? Must complete all training requirements in order to remain current on application support information and functionality of newly on-boarded applications
o The Tier 2 Concierge will provide feedback to the Essential Cloud team about which applications are beneficial/ not beneficial to our customers and also make suggestions on types of applications that should be incorporated into the marketplace.
o The Tier 2 Concierge will be responsible for identifying potential areas of concern both with customers and with the application vendors and notifying the Director of such problems.
o The Tier 2 Concierge will
o Basic technology knowledge (Required):
• Android, Apple and Microsoft device familiarity: Must be comfortable with smart devices, as Essential Cloud services are software and technology-based
• Basic computer skills to include Microsoft Office Suite and Google apps
• 35 WPM or more typing speed
o Excellent work ethic (Required)
o Experience in customer retention (Required): 6 months or more
o Experience in customer service escalation (Required): 6 months or more in resolving disputes, cancellations and technical support issues
o Call center environment (Strongly preferred): Ideally would have 6 or more months of experience in a call center. Must be adaptable to a high-stress environment. We are looking for an individual who creates positive customer experiences even when interacting with a negative or stressed customer
o Previous leadership experience (Preferred)
o Professional demeanor (Required): This role will provide leadership to Tier 1 Concierge group and as such leadership behavior is mandatory
o Customer service experience (Preferred): Must have excellent interpersonal skills
o Language skills (Preferred): Seeking individuals who can speak multiple languages, including, but not limited to, Mandarin, Spanish, Vietnamese and Korean
o Sales or marketing experience (Preferred): Concierge responsibilities include cross-selling and upselling products
o College degree (Preferred)
o Flexibility in schedule (Required): Applicant must be able to work any assigned schedule which may include weekends.
3i People, Inc. - 14 months ago