Support Associate (Permanent WFH)

RESPONSIBILITIES

• Serve as first point of contact (via phone, email, and web-based support portal) for Client’s
  Customers regarding software and technical issues.
• Maintain detailed records of all internal and external customer interactions.
• Follow support processes and incident response procedures.
• Maintain a working knowledge of Client-supported products and technologies.
• Work with customer to clearly identify problems and apply the appropriate solution.
• Escalate high priority issues to senior support staff and cross-functional teams as necessary to
  determine and address the root cause of issues.
• Duties and technical issues may sometimes require extended work hours, including weekends
  and holidays.
• Consistently demonstrate Client’s values: Customer Obsessed, Strategic, Courageous,
  Innovate for Impact, Inspiring, Build Extraordinary Teams, Deliver Results, Adaptable and Lead
  with FBS.
• Complete other duties as assigned by Client management.

QUALIFICATIONS

• Excellent verbal and written communication skills.
• Works well in a team environment as well as independently.
• Customer-centric attitude.
• Enjoys and excels at problem solving and assisting others.
• Ability to multi-task and prioritize.
• Highly organized and detail-oriented; strong organizational skills.
• Ability to make sound decisions based on customer needs and product knowledge.
• Self-motivated and able to work under pressure.
• Professional attitude.
• Ability to learn and master new software applications.
• Excellent telephone and call management skills.
• Ability to diplomatically deal with angry/irate clients.
• Prior experience in a software support role or role that required technical troubleshooting.