Job Details
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Job Description
The CSR will be responsible for providing clients with industry leading support for H&L Software's. A successful candidate must be able to assess and diagnose client issues, as well as effectively articulate solutions to clients via telephone, e-mail and Chat
Essential Job Functions
Front-line technical support:
- Answer inbound calls to support department
- Respond to incoming tickets and Chats
- Triage and escalate prioritize support tickets and calls.
- Identify issues defined by clients
- Identify, research, diagnose, and resolve client issues, striving for first-call resolution whenever possible
- Accurately and thoroughly log client issues and follow up on any unresolved issues to Help to identify issues with H&L Software and provide detailed information on any reported issues to management
- Keep abreast of H&L features and functionality, including product enhancements and installation procedures
Job Requirements
- Strong Customer service Experience
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Troubleshooting Windows PC, Printer, and Hardware issues
- Understanding of SQL
- Team player
- Ability to pick up new concepts easily with initiative to learn and self-motivate
- Ability to multi-task effectively
- Assertive and able to resolve client issues with tact and diplomacy
- Excellent communication skills required:
- Verbally communicate clearly
- Write clearly with excellent grammar and spelling, in style appropriate for business communication
- Clarify problems or issues
- Good listening skills
- Professional and courteous
- Positive attitude
