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Technical Customer Support

Entry Level

CentralSquare Technologies | Support | Lake Mary, FL

Duties and Responsibilities:

  • Provide direct technical assistance to customers via phone, email, and remote sessions.
  • Provide internal and external user support for application issues of a technical nature.
  • Collaborate with fellow support colleagues and other internal organizations to provide superior customer service.
  • Create internal/external content for our knowledge base
  • Maintain consistent, regular communication with customers regarding the status of their requests.
  • Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
  • Anticipate customer needs and effectively address concerns related to their issue or resolution
  • 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.
  • Ensure that individual performance meets or exceeds department standards.
  • Develop strong working relationships with cross-functional teams within the company.
  • Work with customers to identify reported system defects
  • All other duties as assigned.
Skills & Requirements

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.
  • Familiar with one or more databases including Informix or Microsoft SQL Server.

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