About the Job

• Walk customers through the process of using the software and customize it to fit their businesses.

• Help customers troubleshoot issues they encounter while using the software and provide actionable tips to resolve the problem.
• Send technical documentation to customers who have lost or misplaced theirs.
   
• Refer difficult cases to a senior analyst or support tech.
   
• Assume remote control over customers' computers when necessary to resolve problems.
   
• Open and maintain customer accounts by recording account information.

• I identify and assess customers' needs to achieve satisfaction

• Resolve customer complaints via phone, email, mail or social media

• Work with customer service manager to ensure proper customer service is being delivered.
   
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; ing and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Job Requirements

• Has a good technical background.
• Track record of over-achieving quota.
• Strong phone contact handling skills and active listening.
• Excellent communication and presentation skills.
• Bachelor of Commerce is preferred.