Customer Success Specialist (Customer Service / Technical Support / Software Support) HireFuel — Norfolk, VA 23510 Jan 2013 Full Time (30 hours) HireFuel, a division of Dominion Enterprises, an exciting, fast-moving computer software start-up company is seeking a Support Team Representative to serve as our Customer Success Specialist (Customer Service / Technical Support / Software Support). The successful candidate will have a problem solving attitude and be a quick learner to work in our environment. You will be an integral part of our customer support / customer service team and work side by side with the Business Development / Sales Team as well as the Product Development / IT Team in providing superior service to our customers. You will be expected to help our customers solve a wide range of general, application and technical / IT issues using our state of the art support software and working with cooperatively with our Sales and IT teams.
A positive attitude is a must. This position is designed as full time, 30 hours per week with benefits and with the potential to move to 40 hours as the HireFuel division grows. If you think you have what it takes to thrive in this exciting, growing, start-up software division then please apply for our Customer Success Specialist (Customer Service / Technical Support / Software Support) position. JOB REQUIREMENTS: Ability to Serve: Need to provide quality customer service and support to our customers.
General understanding of customer service/tech support Teamwork / Self sufficiency: Will be equally adept at working independently or as part of a team. Computer Savvy: More than a basic understanding of technology. Computer literacy and knowledge of computer software (MS Office). Multi-tasking: Must be able to manage multiple fast-paced tasks.
Problem Solving Skills: The ability to be resourceful in providing solutions and expertise to identify/analyze problems. Teachable: Must be able to grasp and retain working knowledge of software. Communication: Excellent oral and written communication skills. Familiarity with the use of multiple browsers and settings/specifics with each Ability to communicate and work effectively with IT department in solving tech- related issues JOB DUTIES - RESPONSIBILITIES: Experience and ability to solve issues in a Ticket Resolution system (i.e.
ZenDesk) Offer solutions or implement fixes to customer issues regarding software related issues. Follow issues through from incoming call/email to completion Troubleshoot customers that are not functioning properly New account creation and environment setup On-boarding form management, maintenance and fulfillment Feed setup and facilitation via third party vendors (custom distribution) Customer support and issue resolution via telephone and email Monitoring and identifying of training and up-sell opportunities with existing clients Performing remote screencasts (JoinMe, AdobeConnect demos) Wordpress “how to’s, faq’s, product release notes” Creation and management of Videos and PDF / Work doc training information Email template setup and creation “new accounts and feature releases” Advanced trouble shooting New account follow-ups and new product and feature consultations Content management and creation via support forums / groups Production, launch and management of client surveys SKILLS/TRAITS High level of attention to detail Positive attitude, drive to succeed and to see our clients succeed Great communicator, personable, works well with others Work histo