Please direct your responses to: c-jobs@acteva.com
At our company, the Software Support Representative, Level 2 is an important role in our organization. You are the key to helping customers with some of their intricate issues as well as working with development to resolve product issues affecting customer satisfaction.
The ideal candidate has strong analytical skills and can clearly communicate to technical, as well as, non technical people. You also possess a personality that portrays a positive energy for our products and services even when faced with challenging customer issues.
Job Responsibilities:
• Address escalated issues from the CSR Level 1 position
• Help troubleshoot software and log issues for engineering review
• Scope out custom tailoring specifications when needed
• Perform training sessions as needed for both product and selectable features
• Help maintain the FAQ/Knowledge base
• Log all customer interaction in SalesForce
• The Support Representative, Level 2 will monitor and prioritize incoming email in the general Support mailbox
• Answer inbound emails/calls for both attendees and organizers
• Assist Senior Level Support staff with various projects
• Identify areas to streamline processes and implement when approved
• Define, maintain and monitor a customer information portal
• Assist CS Management with reporting
• Maintain a good understanding of the client and their business strategies
• Proactively identify new selling opportunities to existing clients
• Keep up to date knowledge of products basic functionality and options to clients
• Provide demonstrations as needed
The Support Representative, Level 2 is expected to possess excellent communication skills and organizational skills, good technical knowledge, and excellent prioritization and problem solving abilities. The Support Representative, Level 2 position requires excellent customer focus, a passion for the product, and results-oriented practices so that project and product initiatives are driven to successful conclusion. The Support Representative, Level 2 must be able to maintain conviction in high-pressure situations involving strong personalities and be able to communicate effectively across all disciplines of a complex, matrixed and rapidly evolving organization.
• Quickly understand the customer's needs to resolve the issue quickly and thoroughly
• Communicate escalated issues to other departments as necessary
• Report on reoccurring issues for evaluation by Senior Support staff
Position Requirements:
• Excellent communication skills, for a variety of users and consumers
• Ability to work as part of a dynamic team with Product Managers, Software Engineers, QA Engineers, Customer Support, and others
• Ability to balance multiple projects simultaneously
• Working knowledge of HTML and familiarity with both current and emerging web technologies
• Excellent customer interaction skills
• Tenacious attention to detail
• Ensure high customer satisfaction
• Maintain accurate records and log all activities in our sales force automation system (SalesForce.com)
Critical Skills:
• Issue resolution –facilitate timely resolution to conflicts and issues
• Communication – effective & efficient communications to management and with the team
Other Requirements:
• Minimum of 3 years' experience in a Technical Product Support role at a software company. A SaaS or Cloud Based solution environment is preferred
• Ability to work in a technical software development environment and understand technical issues/requirements at enough depth to recognize critical issues
• Persistence to overcome obstacles
• Fluency in English along with excellent phone skills, phone etiquette, interpersonal, written and oral communication skills
• Experience working with an online CRM or Sales Force Automation System: preferably SalesForce.com along with a strong proficiency with Microsoft Office applications
• Good knowledge of SaaS platform basics and enterprise software space overall
• Self Confidence and a Team Player attitude along with a strong work ethic
• Graduated with a BS/BA degree from a respected college or university, or equivalent experience in the information technology marketplace or the military
We are the industry leader in on-line registration and payments. We are used by more organizations than any other solution! Become an integral part of a company aggressively expanding it´s already established market leadership.
We offer a competitive compensation package which includes: fully funded health insurance, 15 days of PTO, 401K, Flexible Spending Accounts and company sponsored Commuter Checks for public transportation. We are close to the Ferry Building and just a block away from the Embarcadero or Montgomery Bart Stations.
Please send a cover letter detailing your customer service success along with a copy of your plain text resume to the email address listed at the top of this posting. Please also detail your compensation for the last two years.
Our company is an Affirmative Action, Equal Opportunity employer.
NO RECRUITERS - Principal Applicants Only
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