Product Support Representative I

CentralSquare Technologies

Must Live in USA Remote only

Full time

US$42-49k (annually)

Customer Service

Remote

Jan 10

This role provides first-tier technical support directly to CentralSquare's customers via phone, web, and/or email communications. Works with customers to diagnose problems and/or resolve questions. Escalates complex issues to appropriate technical experts.

Job Duties Include:

  • Provide internal and external user support for application issues of a technical nature.
  • Collaborate with fellow support colleagues and other internal organizations to provide superior customer service.
  • Maintain consistent, regular communication with customers regarding the status of their requests.
  • Act as a customer advocate by working directly with customers on high-priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
  • Use Knowledge Base (KB) to solve Cases in a timely manner
  • Ensure Knowledge Base (KB) content is correct by providing updates & feedback where appropriate
  • Create draft content to be used in our Knowledge Base (KB)
  • Anticipate customer needs and effectively address concerns related to their issue or resolution.
  • Effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention
  • Maintains poise and professionalism even with very difficult and demanding customers.
  • Ensure that individual performance meets or exceeds department standards.
  • Develop strong working relationships with cross-functional teams within the company.
  • Work with customers to identify reported system defects.
  • Works primarily under supervision and follows established procedures and guidelines.
  • Performs all other duties as assigned.

Requirements:

  • Bachelor's Degree in IT or equivalent relevant experience required
  • 0-1 year experience in software support or other related position
  • Strong communication skills with the capability of interfacing with all levels of the organization

Job Type: Full-time

Pay: $42,000.00 - $49,000.00 per year

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • On-the-job training
  • Paid time off
  • Parental leave
  • Professional development assistance
  • Referral program
  • Vision insurance

Experience level:

  • 1 year
  • 2 years
  • Under 1 year

Shift:

  • 8 hour shift

Weekly day range:

  • Monday to Friday

Work setting:

  • Hybrid remote

Work Location: Remote

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