Tier I Customer Support Experts II

Customer Support Experts are responsible for receiving inquiries from live customers during their usage of products and providing the appropriate service to address those inquiries. Inquiries from customers may consist of questions related to product functionality, reports of the product not working as expected, and/or other topics related to access, configuration and usage. Customer Support experts address these inquiries through providing prompt communication with customers through various channels; testing, troubleshooting and analysis; research or internal consultation on product functionality; performing administration or configuration tasks via internal tools; transferring or escalating issues to another internal group when appropriate.

• Receive inbound support cases via email, web form, telephone and/or live chat
  
• Create, track, and update support tickets using software tools
  
• Address support cases in a timely manner as per the established standards for the role, functional area and/or business unit
  
• Provide clear and accurate communication with customers through various channels
  
• Perform testing, troubleshooting and analysis activities as required to address support cases
  
• Maintain high standards of verbal and written communication at all times, internally and externally, including, spelling, grammar, tone and appropriateness
  
• Perform research, internal consultation and collaboration regarding product functionality relevant to support cases
  
• Perform administration or product configuration tasks via internal tools when appropriate as part of support case resolution
  
• Communicate, collaborate with and escalate to partners and other third-party vendors as required to address support cases
  
• Be able to independently address support cases regarding core functionalities, common “how-to” questions and known issues related to the assigned product(s) and area(s) of responsibility
  
• Remain up-to-date with latest product releases
  
• Demonstrate an ongoing commitment to increasing knowledge of our products in the assigned and related area(s) of responsibility
  
• Identify cases which must be transferred or escalated to another internal group such as Tier 2 Support, Customer Success Managers, Product
  
• Management or Customer Support leadership
  
• Identify, reproduce, document and escalate potential product defects as per defined processes for the functional area and/or business unit
  
• Meet or exceed quantitative and qualitative performance standards as defined for the role, functional area and/or business unit
  
• Collaborate with other cross-functional teams including Customer Success Man
  
• Act as an internal technical product knowledge resource in collaborative training, testing and troubleshooting activities with peers and Tier 1 CSE Is
  
• Assist in onboarding of new Tier 1 CSE I hires through job-shadowing activities and encouraging adoption of processes and standards
  

• Associate or Bachelor’s degree, college diploma in related field and/or equivalent experience required
• 1 year minimum of software support, customer service and/or transferable experience preferred
• 1 year’s minimum experience working with SAAS products within the area of responsibility
• Strong written and verbal communication skills in the language(s) relevant to the role, product, location and/or business unit
• Excellent interpersonal and teamwork skills, with the ability to establish credibility, trust and clear communication at all levels of the organization.
• Experience using online web meeting presentation software
• The ability to act as a technical product knowledge resource for other Tier 1 CSE
• Functional knowledge of accounting practices and terminology as relevant to our product offering
• Proficiency with the products within the area of responsibility and minimum 1 year experience demonstrating the same, or equivalent/transferable experience.

Core Competencies

• Analysis/Reasoning
• Mathematical reasoning
• Problem solving

• Accountability /Dependability
• Adaptability / Flexibility
• Ethics / Integrity
• Time Management
• Attention to detail