Posted Feb 21, 2019 2 views
At Crossover, we are firm believers that customers deserve to be heard, cared for and treated with respect. This is the foundation for delivering world-class service. We are in search of those higher-level agents that possess technical expertise and are masters at delivering exceptional customer service.
Responsibilities:
Our agents are passionate, smart and understand that world-class service is not just about solving the problem. It’s about the experience. We put our customers first. As a Level 1 Customer Support Engineer, you will be the cornerstone of this philosophy.
This is a remote position, and therefore superb written and verbal communication skills are vital to success. Our agents must be able to communicate effectively and professionally with our customers while utilizing their technical experience and knowledge to resolve issues to reach high-quality service.
On a daily basis you will:Provide a world-class customer experience
Be available when customers need you in a 24/7 model
Work one-on-one with customers in helping them succeed with their new software product
Get in front of problems and proactively help customers resolve potential issues
Resolve calls efficiently and effectively
Meet productivity and quality goals for all tickets solved
Learn multiple products at the same time
Learn how to master playbooks and implement best practices
Write knowledge base articles to fill knowledge gaps
To excel in this position you will need to:
Have strong English oral and written communication skills
+2 years as a front-line agent supporting software products
Perform at a high level solving at least 15 tickets per day
Know how to write knowledge base articles and step by step guides
Be open to learning multiple products across multiple technologies at the same time
Be well versed in current software support practices and tools including troubleshooting, issue tracking,
and ticket management
Have basic to intermediate technical knowledge in the following technologies/languages:
SQL Server
Oracle DBs
Unix/Linux
Networking
Windows Server administration
SharePoint
Web Servers
Previous Telco experience is highly desirable
Job Details
Crossover Market Inc
Crossover is redefining the way people work. Brick and mortar offices are history. The future of our global workforce will be built from teams collaborating from every corner of the world. We have embarked on an expedition to find and engage with that talent. Crossover has developed a unique method of finding, curating, and managing remote contractors. Our platform connects customers to the worlds best talent for both technical and non-technical employment. But we don’t just find the best, we also provide the tools, training, and relationship building support to ensure success for long term growth.
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