Customer Support Representative, Level 1

3 semanas atrás

Curitiba, Brasil JoVE Tempo inteiro

The Role We are seeking an experienced Customer Support Representative to be on the front lines by answering questions and troubleshooting technical problems. You will assist customers with JoVE’s products and also guide clients through any technical issue they might encounter. If you are an energetic self-starter problem solver with a basic technical background and excellent communication skills, we want to talk to you. The Support Team here at JoVE is providing support not only to external customers but also to internal JoVE employees on a 24x7 basis. Responsibilities Manage large amounts of incoming tickets. Provide support to answer inquiries on products. Accept and handle technical requests. Triage tickets to the correct L2 teams. Follow communication procedures, guidelines and policies. Provide accurate, valid and complete information by using the right methods / tools. Build sustainable relationships and trust with customers through open communication. Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents. Take the extra mile to engage customers. Performs other specific duties or assignments as directed by Team Manager. Skills And Qualifications A Bachelor’s in Computer Science or related field. 2+ years of demonstrable experience in customer support. Excellent communication and interpersonal skills, verbal and written, are required to effectively and accurately communicate in English. Ability to communicate with both technical and non-technical personnel in a clear and easy fashion. Basic understanding of KPIs and Metrics. Attention to detail is key to this position. Must be able to accommodate flexible work schedules based on business needs. Must have technical / diagnostic ability along with analytical ability to diagnose problems above basics, and basic mechanical skills. Understand how to use a web browser console log in the debugging process Understanding of Public / Priviate IP addresses and Domain names Understanding what a Firewall does What does a Proxy Server do Understanding of the basics of SSO What does a Proxy Server do Why Join JoVE? A competitive compensation package. You will make a direct impact in accelerating science research and education. Opportunity to work with global teams and in an environment that promotes innovation and collaboration. Our strong promotion from within culture draws a clear path to advance your career with us #J-18808-Ljbffr

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