Product Support specialist: Start ASAP Posted 5/13/2014

Product Support specialist: Location – San Ramon - Contract to hire ( 3 months) to perm Pay starting $15/hr- Opening – 1 - Start date – ASAP This Product Support Specialist is responsible for delivering exceptional service in each and every customer interaction via phone, support tickets, and/or email. This is a client facing role and you will be charged with ensuring the customer experience is top-notch. As a Product Support Specialist, you will be the first line of support fielding communications from end users on issues and requests. You will work closely with the end user to understand their issues and document ali needed information for teams. You will be a driving force in identifying process gaps and ways the team can improve customer satisfaction as well as efficiency. Duties: • Review and maintain ticket queues, to ensure tickets are escalated to the correct team and that customer resolutions and communications are achieved in a timely manner. • Assist with implementing team projects to increase efficiency and customer loyalty. • Follow best practices for processing ticket items, including analysis and troubleshooting, detailed documentation and task escalation to appropriate internal resources as necessary. Required Skills and Experience • 1-3 year(s) of Product Support, Customer Service, and/or Customer Support experience in a SaaS products company. • Experienced in engaging clients, asking probing questions and identifying root issues. Customer Service Skills: • Excellent analytical, problem-solving and organizational skills • Excellent written and oral communication skills. • Keen attention to detail • Ability to listen, analyze, and articulate customer requests. • Ability to empathize and display high situational awareness. • Takes initiative and works autonomously to achieve group objectives. • Driven to improve customer satisfaction and overall customer experience. • Must be highly motivated and results oriented. • Ability to explain technical information in a patient and respectful manner to customers with varying levels of technical expertise. Technical Skills: • Basic understanding web applications, internet browsers, email, and operating systems. • Experience with Microsoft Office Suite. • Experience with ZenDesk a plus. Personal Skills: • Demonstrate workplace independence. • Discipline to follow best practices. • Eager to grow and excel in the technical support field. Communicate with others effectively. • Possess good listening skills. • Focus on client satisfaction. • Maintain a positive attitude. Please e-mail resumes to: tien.nguyen@modis.com