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