Product Support Agent I
Our client is considered a pioneer in the property management industry, with a history of developing comprehensive, industry-leading property management systems for owners and managers. Our integrated, on-demand solutions encompass the many diverse activities of property management-from operations to marketing, accounting to asset management-and incorporate the latest technology to deliver unmatched performance.
Our client provides a challenging and rewarding opportunity to contribute to cutting-edge products that are helping redefine the way the property management industry conducts business. They provide a creative, enriching, and casual work environment in which employees can develop their professional capabilities. They offer a comprehensive compensation and benefits package that extend beyond the typical paycheck, vacation days, and insurance benefits.
SUMMARY
Support Agents I representatives are the client’s First Responders. Their role is to take inbound phone service requests and to work online service requests between phone calls. They are trained to take charge of the call, quickly diagnose the problems, accurately record all issues in the CRM tool, and achieve a high First Call Resolution Rate.
PRIMARY RESPONSIBILITIES
- Full-time on phone support of client specific software product
- Provide a high first call resolution rate for client issues
- Gain Skills Certification in assigned product support areas
- Perform administrative duties as required
- Responsible for researching and resolving cases opened online or via email.
- Communicates with Clients as required for requests for additional information or to provide status updates
REQUIRED KNOWLEDGE - SKILLS - ABILITIES
- Strong technical skills in PCs and Internet computing
- Great Customer Service Attitude
- Call Center Experience Highly Desirable
- Familiarity with basic office productivity software
- Experience in Multifamily Housing Industry preferred
- Exceptional interpersonal skills required
- Ability to manage client expectations with regard to deliverables vis-à-vis our client and its SMB division(s).
- Exceptional communication skills both written and verbal.
- Bachelor Degree Preferred
If you would like more information about this position, please contact Gail Eckert, Senior Consultant, Management Search, Legacy Bowes Group at (204) 934-8828. If you believe you can make a strong contribution to this organization in the role of Product Support Agent I, please submit your resume in confidence to gail@legacybowes.com.
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