The Product Support Representative is responsible for providing first line customer support via the phone or e-mail for our professional websites and online marketing solutions. We are looking for someone who enjoys solving problems for other people, has a medium-to-strong technical background (we will provide training on our products and services) and can explain complex ideas and concepts in a simple manner.
-Troubleshoot customer problems and answer questions via the phone and e-mail.
-Log customer interactions and requests in SalesForce.
-Create Knowledge Base articles for customers as necessary.
-Work with internal teams, coordinating and communicating in order to resolve customer issues.
-Training - presenting products for installation and use by clients in various formats
-Documentation - creating and implementing user manuals and guides
Required Knowledge, Skills & Abilities:
-1-2 Years of technical support experience, preferably with Business and/or Accounting software
-Familiar with the following: Windows, IE Explorer, Microsoft Word, Outlook
-Ability to work independently and in a team environment
-Ability to multitask and dynamically prioritize tasks
-Excellent written and verbal communication skills
-Working knowledge of Microsoft Office, including Word, scheduling in Outlook.
-Experience with small computer networks and firewalls and anti-virus software a plus.
-Familiarity with QuickBooks or with basic accounting principles a plus.
-Vacation Rental Industry knowledge preferred.
HomeAway, Inc. based in Austin, Texas, is the world's leading online marketplace for the vacation rental industry, with sites representing...