Job Summary:

As a Technical Support Analyst II (TSAII), you will provide a variety of technical support to multiple level end users in diverse technical areas. Support includes troubleshooting, researching, and training for proprietary products. Additionally, you will provide exceptional support and service through highly engaging customer interactions while following corporate policy regarding authentication, data security and record retention. You will utilize multiple communication channels: telephone, e-mail and chat support using multiple CRMs.

Accountabilities:

With the customer’s best interest in mind, the TSA shows outstanding problem solving and technical skills to effectively solve customer’s question and / or technical challengeAccurately document all customer interaction, research and resolution.Acquire product knowledge to competently demonstrate the products and services we sellAssist customers with installation of product user interface and site navigation.Internal systems knowledge such as CRM, billing, admin tools, website and production systems.Provide login, search, usability, and technical support for multiple proprietary products and servicesProvide high quality customer support to internal and external customers via phone, email, and chatTrain, support, research, resolve and respond to inquiries and escalations received from internal and external customersPerform basic browser troubleshootingHandle billing need such as payments, research, invoices, and usability of online billing toolEscalate issues to second level team when necessary

Qualifications:

Bachelor's degree holder or Completed at least 2 years level in College (no back subjects/incomplete units)Strong customer focus to interact with customersProblem Solving and basic technical skillsExcellent Customer Service skills.Excellent written and verbal communication skills.Ability to multi-task and handle incoming calls as well as emailsCustomer Service / Team Player orientedProfessional attitude and positive demeanor at all times.Ability to work independently on assigned projects.Open to working weekends and shifting scheduleMust be in current role for 1 yearMust not have received any Disciplinary Action within the past 12 monthsMust not have any Attendance and Punctuality issues in the past 12 monthsMust not be enrolled in any Performance Improvement Plan (PIP) for the last 12 monthsMust have a Successful or above rating in the last Enabling Performance cycle]Knowledge in programming language a plus (but not required)

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