senior Customer Service RepresentativeThe Offshore Crew

Job description:
The Customer Support Consultant will provide first level support and training services to ensure users and clients have a positive support experience and assist in the development and delivery of our industry-leading software solutions.
SKILLS AND REQUIREMENTS:
The candidate must posses at least a College Diploma, Bachelor's Degree, or higher in any field.
Minimum of 3 years working experience in Customer Service (BPO industry), with a well-proven track record.
A candidate with sales and or tech experience is preferred but not required.
The candidate MUST be fluent in English. American / English accent is preferred.
The candidate must be excellent in written communication and with confident speaking skills.
The candidate must have a face to face interpersonal communications skills
Proficient in the use of Google Drive Suite products.
Excellent organizational and time management abilities
Excellent problem-solving ability with a flexible approach and lateral thinker
Team orientation with strong people and customer focus
An ability to build relationships at all levels with both internal and external users
CORE RESPONSIBILITIES INCLUDE:
Have a sound understanding of how our platform works
Provide first level client support for queries over the phone, by email, or video call.
Logging of problems and resolution outcomes into the CRM support database.
Replicate customer's problem to gain a better understanding of support requests.
Handling problems and queries reported by customers in a timely and professional manner
Escalate support incidents to senior support consultants when necessary.
Monitor problems and queries reported by customers.
Assist with data migration tasks.
Maintain and update technical reference material including standards documents, software release notes and reference guides materials into Zendesk Knowledge base system.
Assist in quality assurance of new software releases and client sponsored enhancements.
Assist in general Customer Support activities and general administrative duties
Provide feedback for improvements to existing applications, systems, and operations
Experience:
Customer Service: 3 years (Required)
Education:
Bachelor's (Required)