• Job Description

  Req#: 25-35215
  
  Title: Technical Customer Support (Remote)
  Location: Westminster, CO 80021-2712 (CT or MT is preferred)
  Duration: 6+ months
  
  Job Description
  • Engage with customers in a friendly, empathetic, and professional manner to establish rapport and build trust. Actively listen to customer concerns, ask clarifying questions, and demonstrate genuine care for our customer's technical issues.
  • Thoroughly review all customer communication, using plain language to ensure understanding, and asking for feedback to ensure effective communication.
  • Provide quick responses to approximately 25 email requests and 10 phone requests per day to help ensure team SLAs are met.
  • Proactively manage individual queues and backlogs, addressing and resolving aging requests to ensure timely and efficient handling while maintaining optimal workflow.
  • Document customer interaction for each case, including contact information, how the customer is experiencing the issue and troubleshooting steps.
  • Document cases for customer requests from all channels: phone calls, chats, emails, and queues.
  • Assist customers with account and subscription management, process refunds, along with technical issues related to SketchUp:
  • Billing and invoicing
  • Account Authorization
  • Entitlement management
  • Download and installation
  • SketchUp Extensions
  • Crash identification
  • Bug tracking
  • Effectively apply and exhaust relevant knowledge base content and other resources to efficiently qualify escalation of customer requests.
  • Adhere to prescribed communication and incident protocols, ensuring swift and effective dissemination of information to the appropriate channels when required.
  • Maintain and refresh knowledge of products, promotions, and internal systems through training and continuing education.
  
  Top skills:
  • Customer support
  • Time management
  • Excellent communication skills
  
  What we are looking for :
  • 2 years of experience supporting customers via chat, email, and phone.
  • Customer-focused approach that ensures all interactions and solutions are tailored to meet the needs of our diverse customer base.
  • Technical proficiency and familiarity with computer systems, software, and Google Suit.
  • Excellent communication skills, including active listening, empathy, and patience with the ability to adapt communication styles to different audiences.
  • Time management and prioritization skills, enabling high quality and time sensitive customer communications.
  • Attention to detail while working through issue discovery and documenting case notes.
  • Able to maintain composure and professionalism during high-pressure situations.
  • Troubleshooting skills to swiftly identify, diagnose, and resolve technical issues, ensuring minimal downtime and optimal system functionality for customers.
  • Comfortable working in a remote environment, with occasional in office meetings.
  
  #TB_EN
  
  

• About the company

  Founded in 2002, TalentBurst is the national leader staffing supplier to large MSP contingent workforce programs. Through our 4 delivery centers in Boston, San Francisco, Miami and Gurgaon, India we support 90 Fortune 500 customers every week filling I...

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