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Entry-Level Technical Support Representative

Company: ChildPlus Software
Location: Atlanta
Posted on: April 10, 2021

Job Description:

Job Description
The Support Representative is a caring, organized, enthusiastic, customer-centric, professional individual who possesses exceptional problem-solving and analytical skills.
Bilingual candidates are strongly encouraged to apply.
Responsibilities

  • Primarily responsible for delivering service and support to clients via telephone, e-mail, chat, and scheduled appointments
  • Communicate professionally and effectively in client interactions
  • Provide technical assistance and guidance in all aspects of the software
  • Ask probing questions to obtain an accurate understanding of client's needs
  • Research and provide possible solutions by using analytical, problem-solving, organizational skills, and departmental resources
  • Troubleshoot and escalate all potential issues appropriately
  • Accurately document all internal and external communications in a timely manner
  • Review open cases daily and complete follow-ups weekly
  • Complete coaching suggestions and conduct peer reviews as needed
  • Provide backup reception duties for phone, email, appointments, and chats as needed
  • Follow all departmental processes and procedures
  • Perform additional office, documentation, customer service, and special project tasks as required
    Qualifications
    • Strong interpersonal, relationship building, and active listening skills
    • Ability to multi-task, set priorities, and manage time effectively while providing outstanding customer service
    • Flexible, detail-oriented, self-starter that is a highly motivated quick learner
    • Must possess exceptional communication, analytical, problem-solving, and organizational skills.
    • Ability to handle complex/stressful situations with a high level of professionalism
    • Strong team orientation with a focus on collaboration
    • Bachelor's Degree preferred OR equivalent work experience
      Additional Preferred Skills
      • Familiarity with client ticketing systems, VOIP, appointment, video, and chat software
      • Experience with SQL, DevExpress, collaboration, data visualization, messaging, API, and integration tools
      • Technical writing experience
      • Knowledge of Head Start/Early Head Start
      • Experience using ChildPlus
        Schedule: Monday - Friday 8:30 AM to 5:30 PM

Keywords: ChildPlus Software, Atlanta , Entry-Level Technical Support Representative, IT / Software / Systems , Atlanta, Georgia

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