Provide outstanding quality customer support with a high degree of customer satisfaction, technical expertise, thorough and timely response to customers
Perform analysis, problem determination and troubleshooting skills with the ability to know when to escalate an issue
Call ownership from initial customer contact to call resolution which includes supporting escalations if appropriate and providing customer updates
Enter and maintain customer call problem/description detail integrity in call tracking system
Follow-up with customers on all open tickets to ensure customer satisfaction
Consistently model the highest levels of support orientation and professionalism
Acquire, maintain and expand knowledge of relevant product offerings, current support policies and methods of support delivery, in order to provide accurate solutions to end users.
The ideal candidate will possess a Bachelors degree in Computer Science or Information Systems. Knowledge of Microsoft Operating Systems, HTML, XML, C# and SQL languages is required. Experience managing Microsoft SQL Server and/or Oracle database servers is a plus. Excellent communication, organizational and strong team skills are essential. Must be detail oriented. The ability to handle difficult or sensitive situations with diplomacy and tact are required. Strong multi-tasking skills are required.
Odyssey OneSource - 2 years ago