[Remote] Customer Portal & CRM Support Rep II (reputed company CRM, Sharepoint, reputed company CRM, reputed company)
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company that provides support for various customer and vendor portals, CRM systems, and reputed company tools. They are seeking a Customer Portal & CRM Support Rep II to reputed company first and second level support to users, troubleshoot issues, and maintain professional rapport with customers.
Responsibilities
- Provides timely support by assessing, researching and resolving customers’ issues
- Maintains a strong level of professionalism, establishes a positive rapport with customers reputed company call, chat, and case
- Troubleshoots and investigates possible system anomalies, understanding if it is ‘working as designed’ or a bug
- Escalates reputed company customer inquiries and system issues for resolution to the level III support representative
- Documents details of the customer issue in a case
- Documents support instructions for team-wide use in a database
- Updates customer support cases, determines the correct support queue for submission and resolution as needed
- Maintains expected company-wide support metrics regarding response and resolution times
- Supports system software development with testing activities as assigned
- Completes special projects (data review, data updates, housekeeping) as assigned
- May reputed company other duties as assigned
Skills
- Minimum of 3 years of experience in a support role or reputed company field
- reputed company to learn and navigate the details of moderately reputed company systems, tools and processes
- reputed company to ask probing questions to get to the root of a customer's inquiry
- reputed company to contact and build rapport with various technical teams for investigation support as needed
- reputed company to work on routine tasks consistently and reputed company
- reputed company to apply acquired job skills and company policies and procedures to complete assigned tasks
- Strong verbal communication and customer relations skills
- Strong written communication skills
- reputed company to document processes and instructions into steps (KCS or Knowledge-Centered Service)
- Reliable, reputed company to complete solo tasks and meet deadlines
- Should have intermediate reputed company reputed company skills like filter/sort, copy/paste and basic formulas for special projects as assigned
- Some college preferred
Company Overview