Brief Description
Edifecs’ Associate Product Support Specialists
triage incoming cases and help customers troubleshoot technical problems they
face in using our solutions. The ideal candidate is a quick and motivated
learner, has the ability to handle interruptions while fluidly switching
between several projects, has strong customer service skills, and strong
analytical aptitude. The position requires interaction with customers, sales
team members and the product development team.
Description
Edifecs’ Associate Product Support Specialists
triage incoming cases and help customers troubleshoot technical problems they
face in using our solutions. The ideal candidate is a quick and motivated
learner, has the ability to handle interruptions while fluidly switching
between several projects, has strong customer service skills, and strong
analytical aptitude. The position requires interaction with customers, sales
team members and the product development team.
Responsibilities
Receive and
triage incoming cases (email, phone, and web)
Provide
technical support to enterprise clients related to technical and operational
aspects of the products, including troubleshooting, CRM system updates, support
case acknowledgements, provisioning activities, etc
Collaborate
with other Product Support team members.
Deliver a
consistent, responsive and satisfying Customer Experience on each contact
Follow
standard operational procedures for case management
Contribute
to the administration of our infrastructural systems
Some
administrative work in support of the Product Support team
Continuously
improve troubleshooting skills, product expertise, and knowledge on related
technical topics
Meet all
quality and productivity performance goals
Requirements
Associates
degree in a technology related program or equivalent experience in a technical
support role
Initiative
is a must; must be hungry to learn new technologies and advance
Familiarity
in one or more of the following is a plus: COM, VB, Jscript, Java and Perl C#
or VB.Net
Familiarity
with EDI and EDI systems or knowledge of HIPAA a plus
Ability to
identify and clarify problems, set goals and able to resolve issues
Ability to
work effectively on multiple tasks
Strong
verbal and written communications skills
Excellent
organizational skills; must be detail oriented
Excellent
customer service and interpersonal skills
Edifecs is
an equal-opportunity employer.
Aditi Chaudhuri | Technical Recruiter
http://www.linkedin.com/in/aditichaudhuri
Phone: 425.452.0630 x803 | Mobile 425.577-8865
2600 116th Avenue NE, STE 200, Bellevue, WA 98004
www.edifecs.com | aditi.chaudhuri@edifecs.com
