Customer Support Specialist
hace 5 días
About the Role
We are seeking an experienced Customer Support Engineer to join our team at JoVE. As a rapidly growing company, we are looking for talented individuals to assist our customers with our products and guide them through any technical issues they may encounter.
Key Responsibilities
- Manage large volumes of incoming customer inquiries and technical requests.
- Provide support and guidance to customers on our products and services.
- Triage tickets to the correct teams and follow established communication procedures.
- Build sustainable relationships with customers through open and effective communication.
- Handle customer complaints and provide solutions and alternatives within established timeframes.
- Keep accurate records of customer interactions and process customer accounts.
- Perform other specific duties as directed by the Team Manager.
Requirements
- 2+ years of experience in technical customer support.
- Excellent communication and interpersonal skills, verbal and written, in English.
- Ability to communicate with technical and non-technical personnel in a clear and concise manner.
- Attention to detail and basic understanding of KPIs and metrics.
- Flexibility to accommodate changing work schedules based on business needs.
- Technical diagnostic and analytical skills, with basic mechanical skills.
- Basic understanding of frameworks such as Agile, ITIL, and COBIT.
- Proficiency with ticketing tools such as Zendesk, Jira, and Salesforce.
- Computer Science related degree or equivalent experience.
Why Join JoVE?
- A competitive compensation package, including unlimited commissions on sales.
- The opportunity to make a direct impact in accelerating scientific research and education.
- Collaboration with global teams in an innovative and dynamic environment.
- A clear path for career advancement within the company.
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