Product Support Representative - Software - Sioux Falls - job 676736

The Product Support Representative provides second tier technical support directly to CentralSquare's customers via phone, web or email communications. Works with customer to diagnose problems and/or resolve questions. Escalates complex issues to appropriate technical experts or managerial staff

• Provide general assistance to customers via phone, email, and remote sessions.


• Understand and utilize best practices to create detailed cases with all the pertinent information.


• Demonstrated information-gathering skills and self-initiated learning.


• Collaborate with fellow support colleagues and other internal organizations to provide superior customer service.


• Maintain consistent communication with customers regarding the status of their requests.


• Analyze customer issues with assistance of other team members when needed.


• Effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention; maintains poise and professionalism even with very difficult and demanding customers.


• Develop strong working relationships with cross-functional teams.


• Work with customers to identify system issues and create cases with detailed information.


• All other duties as assigned.

Skills:

• Strong problem solving, organizational, and analytical skills


• Ensure urgent customer issues are resolved in the most timely and effective manner possible.


• Ability to work well in a fast paced environment


• Proven ability to manage multiple tasks or projects with changing priorities.


• Strong time management and prioritization skills.


• Strong ability to capture a complete and accurate problem/symptom description of reported issues.


• Troubleshoot and narrow down reported issues, identify root causes, and find creative solutions.


• Strong ability to listen to and work with customers in real-time to resolve issues.


• Can do attitude and team player.

Qualifications:

• Bachelor's degree with a technical discipline including computer science, accounting, management information systems (or equivalent experience)


• Experience in Accounting, Support, Software Development, IT, or Quality Assurance is preferred