Technical Customer Service Rep II
ShopperTrak
San Jose, San Jose, Costa Rica
hace 6 días

Goal

Provide customer support for the Navigator Platform for Application Engineering Division.

Essential Functions

  • Troubleshoot and resolve applications and business issues.
  • Perform online (TeamViewer) customer technical support as needed.
  • Team with development engineering and 3rd party suppliers to expedite field reported problems to resolution.
  • Aid in determining root cause and test solutions to field and customer reported problems for level 1 or level 2 cases.
  • Document accurate case records of customer issues, status progress and problem resolutions utilizing Salesforce CRM.
  • Work with cross functional teams to help resolve escalated customer or systemic application issues.
  • Participate in and provide technical support on new product Alpha & Beta test sites.
  • Required

  • Bachelors or Technical degree in Computer Science, Engineering, Information Technology or related field.
  • 0-2 years of experience in a field / customer service support role, IT related support role or similar support position.
  • Proficient in Microsoft Office applications Word, Excel, Visio and Power Point, etc.
  • Strong communication to present and explain complex technical issues.
  • Excellent diagnostic and troubleshooting skills, problem solving, and an ability to learn quickly.
  • Customer focused, exhibiting a strong desire to resolve issues to the customer’s satisfaction in a timely manner.
  • Ability to prioritize and manage multiple tasks in a fast-paced support environment while serving a diverse group of internal and external customers.
  • Technical support experience in building controls, IT or related industry.
  • Preferred

  • Experience with Salesforce CRM platforms (CRM, Cloudcraze, etc)
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