Customer Support Specialist
3 days ago
Rose International is seeking a highly motivated and detail-oriented Customer Support Representative to join our team in San Diego. As a key member of our Customer Support team, you will be responsible for providing exceptional support to our globally growing customer base.
Key Responsibilities- Case Management: Log and manage customer cases in a timely and efficient manner, ensuring that all details of software and hardware problems are accurately documented.
- Technical Support: Provide initial triage technical support by answering customer inquiries, solving problems, and providing product information via case, phone, or email.
- Knowledge Sharing: Represent peers in Global Forums and participate in Transfer of Information (TOI) and other training sessions to share knowledge and best practices.
- Escalation: Escalate complex cases to internal or external support resources and Subject Matter Experts when necessary.
- User Support: Support users in the use of the IT platform by providing necessary advice and/or walk-through.
- Documentation: Identify self-service documentation gaps and provide support for Store Applications.
- Case Management: Manage multiple cases daily and assist peers with their cases.
- Testing: Participate in User Acceptance Testing (UAT) to ensure that the IT platform meets the required standards.
- Experience: 2-4 years of working experience in an IT environment, with prior experience working in a helpdesk environment.
- Technical Skills: Technical background and ability to learn and absorb technology quickly.
- Business Acumen: Basic understanding of ITIL skills and business processes.
- Communication: Great written and verbal communication skills, with the ability to communicate effectively with people at all levels.
- Problem-Solving: The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.
- Experience: Experience with using and troubleshooting SaaS applications.
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