Please direct your responses to: careers@cpp.com
Technical Support Representative
(onsite full-time in Mountain View, CA)
As an energetic and motivated team player, you will manage and support customer and partner issues within an online platform service model. While working inside a call center environment, you will provide excellent customer support by addressing technical questions related to CPP technologies. You will interact with Network Operations, Application development and Quality Assurance teams to document, track, and resolve issues related to CPP customer facing website issues. You will provide courteous, prompt, and reliable problem resolution to internal and external customers to ensure customer satisfaction and retention, and deepen customer relationships and loyalty.
Essential Duties & Responsibilities include, but are not limited to:
Provide outstanding technical customer support:
• Provide professional technical support and resolution to CPP customers, distributors and partners via phone and email
• Respond to escalated calls referred by call center staff
• Maintain detailed documentation on customer interactions within the CRM system
• Ensure service level standards and call metrics are maintained at all times
• Provide customer feedback and input to platform developers/designers to address customers' needs
• Improve/update the knowledge base and documentation of products to help customers
• Work closely with Network Operations Level III support to identify trends and resolve technical issues
• Attend trainings to maintain product and platform knowledge
• Creatively propose ways to further enhance our ability to service customers and partners
Minimum Requirements:
• Bachelor's degree in computer-related field or equivalent work experience
• 2+ years of experience with customer telephone support, client service and support
• Demonstrated ability to gather relevant information for diagnosis of issues
• Solid experience in problem analysis, troubleshooting techniques, and resolution of software problems
• Excellent verbal and written communication skills
• Proven organization and problem-solving skills
• Ability to work independently and on a team to meet critical deadlines
• Strong PC skills, as well as applications like (MS-Excel, MS-Word); Mac skills a plus
• Ability to follow operating procedures and instructions
• Ability to work well under pressure while maintaining a professional demeanor
• Microsoft web server, IIS server administration, and experience with SaaS support a plus
• Microsoft SOAP and web services experience ideal
•
About CPP:
CPP – The people development people. For 55 years, CPP has provided the most reliable and trusted assessments, training tools, and services available anywhere. As a leader in workforce development solutions, the company's hundreds of unique offerings have been used by millions of individuals in more than 129 countries, in more than 28 languages. Small-, medium-, and large-sized businesses, including the Fortune 500 and Global 1000, have relied on CPP to help their people and organizations grow by improving performance. CPP´s world-renowned brands and services include the Myers-Briggs Type Indicator® (MBTI®), Strong Interest Inventory®, Thomas-Kilmann Conflict Mode Instrument (TKI), FIRO®, CPI 260®, and California Psychological Inventory™ (CPI™) instruments and CPP Professional Services. For more information, visit our web site at www.cpp.com.
CPP offers a competitive compensation package and bonus plan, a comprehensive benefits package including 401(k) with employer match, and long-term professional development.
Please email your resume to:
Jessie Lockhart, Director, Human Resources
CPP, Inc.
Mountain View, California
Email: careers@cpp.com
In the interest of time, your cover letter, resume & salary history must be included for your candidacy to be advanced
Myers-Briggs Type Indicator and MBTI are trademarks or registered trademarks of the MBTI Trust, Inc. in the United States and other countries. Strong Interest Inventory is a registered trademark and the CPP logo is a trademark of CPP, Inc.
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