Tier 2 Customer Service Representative (On-site)

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Provides application support relating to software functionality, incident resolution and systems configuration, including case escalations, phone and email.
Recognizes both basic and advanced problems, conducts research, provides resolution and follow up with customers as needed, escalating more complex cases.
Logs and tracks calls using CRM, maintains incident history and related problem documentation
Provide expert customer support, including professional, courteous and timely communication at all levels of interaction.
Act as mentoring resource for junior staff, managing escalations from CSRs as needed

A creative problem solver who is passionate about ensuring customers are successful, who can point to more than a handful of customers who sing your praises when talking about the intelligent, collaborative, and effective way you worked with them through challenging situation.
Strong attention to detail and time management.
Patient, helpful, friendly, and pleasant demeanor/personality. Able to teach and share knowledge effectively
Able to clearly explain complex information and technical terms in a simplified manner
A confident communicator with outstanding written and verbal skills, strong customer service and conflict resolution skills
Able to work onsite.
Can start ASAP

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