Job Description

Role and Responsibilities
Able to work independently, remotely and take ownership of customer issues reported
Commitment, focus, and follow-through needed to see problems through to resolution
Strong computer skills needed to research, diagnose, troubleshoot, and identify solutions to customer issues
Comply with standard procedures for proper handoff of unresolvable issues to the appropriate internal teams to maximize customer satisfaction
Provide prompt and accurate feedback to customers
Proper recording of all customer interactions and closure of all presented issues
Prepare accurate, clear, and timely reports
Documenting knowledge in the form of knowledge base tech notes, articles, and training materials.
Deliver tutorials, support onboarding, and demonstrate platform functionality
Qualifications and Education Requirements
BS degree in Information Technology, Computer Science, or similar
Significant work experience in technical support, IT support, or as a technical engineer
Working knowledge of Microsoft Office and CRM solutions
Aptitude for problem-solving
Excellent client-facing/customer service skills
Excellent written and verbal communication skills (English)
Ability to focus and follow-through to the resolution of issues
Ability to diffuse tension and work the issue at hand
Preferred Skills
Previous experience in e-commerce and marketplace platforms in a customer-focused position
Java, ReactJS and SQL as a plus

Skills Required