Technical Center Agent
Digital River, Inc. - Minnetonka, MN

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Digital River , founded in 1994, is a global leader in cloud commerce outsourcing that builds and manages online businesses for more than 40,000 software publishers, manufacturers, distributors, and online retailers. Its multi-channel commerce solution, which supports both direct and indirect sales, is designed to help companies of all sizes maximize online revenues as well as reduce the costs and risks of running a commerce operation. The comprehensive platform offers site development and hosting, order management, fraud prevention, export controls, tax management, physical and digital product fulfillment, multilingual customer service, advanced reporting and strategic marketing services.

We are a publicly traded company (NASDAQ: DRIV) headquartered in Minneapolis, Minnesota, with offices and more than 1400 employees located across the United States, Europe and the Asia Pacific.

Summary

The primary purpose of a Technical Center Agent is to be the Tier II support for Digital River internal departments, vendors, end users and clients. To ensure that all issues whether it be from the internal departments, vendors, end users and clients gets responded to and resolved within the agreed service levels.

The Technical Center is a single point of contact for DR internal teams to report revenue impacting and client satisfaction issues. The Technical Center facilitates the restoration of normal operational service with minimal business impact on the client within agreed service levels and business priorities. The Technical Center is also responsible to facilitate Root Cause and Corrective Action on reported issues.

Core Business Hours

WED-SUN 12:00 a.m. - 8:30 a.m.

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Responsibilities

٠ Ensure all Technical Center Escalations/Incidents are handled and responded to in accordance with the priority guidelines and procedures

٠ Demonstrate Professionalism in all aspects of your position

٠ Demonstrate and convey a sense of urgency at all times

٠ Take ownership of escalated issues and follow through to resolution

٠ Lead special projects and identify opportunities for increased efficiencies

٠ Adhere to all department policies and procedures

٠ Perform other duties as determined by a management

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Qualification Requirements

٠ Bachelor's Degree in a computer-related field, or equivalent experience

٠ 3 years of Help Desk / Tech Support experience required

٠ Excellent verbal and written communication, relationship building and interpersonal skills

٠ Excellent organizational skills

٠ Ability to understand/learn complex technical concepts

٠ Ability to interact with audiences within all levels of a client organization

٠ Effective and efficient time management and problem solving skill

٠ Strong communication, interpersonal and leadership skills

٠ Excellent analytical and problem-solving skills

٠ Self motivated and success driven

٠ Ability to work and meet deadlines in a fast-paced, rapidly changing environment

٠ Ability to work both independently and as part of a team

٠ Ability to thrive in a fast paced environment with frequently changing priorities

Digital River, Inc. offers a variety of perks such as an on-site fitness center, on-site full-service cafeteria, free on-site parking, casual dress every day, tuition reimbursement, employee referral program, domestic partner benefits, auto and homeowners discounts, on-site massage therapists and chiropractors, bring your dog to work day, pet insurance and all in a beautiful, Leed-certified, state-of-the-art building with scenic walking trails.

Standard benefits include a competitive benefits package to all regular, full-time employees, a 401(k) plan with an aggressive company match, employee stock purchase plan, medical-dental-vision and life insurance, company paid short-term and long-term disability, a flexible spending/cafeteria plan, holiday and vacation days.

Digital River, Inc. supports and embraces a diverse workforce as an Equal Employment Opportunity /Affirmative Action employer.

Digital River, Inc. - 20 months ago - save job - copy to clipboard - block
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