Customer Technical Support

There is an outstanding opportunity at a well-established, local client in Westminster, CO, awaiting suitable candidates. Work for a dynamic, collaborative, growing organization that needs a motivated individual. Do you love software and working with people, but are you looking for a new way to use your experience and knowledge?

The Technical Customer Support is responsible for receiving all customer inquiries via phone, chat, email, and the Internet, and operating a computerized CRM System with a steady volume of customer requests.

Compensation: $22/hr

Availability: Monday - Friday, 8am - 5pm. This role is set to start off as a 6 month contract and will convert to a permanent role after.

Duties & Responsibilities:

• Engage with customers in a friendly, empathetic, and professional manner to establish rapport and build trust. Actively listen to customer concerns, ask clarifying questions, and demonstrate genuine care for our customers' technical issues.
• Thoroughly review all customer communication, using plain language to ensure understanding, and ask for feedback to ensure effective communication.
• Respond quickly to approximately 25 emails and ten phone requests daily to help meet team SLAs.
• Proactively manage individual queues and backlogs, addressing and resolving aging requests to ensure timely and efficient handling while maintaining optimal workflow.
• Document customer interaction for each case, including contact information, how the customer is experiencing the issue, and troubleshooting steps.
• Document cases for customer requests from all channels:
• Phone calls, chats, emails, and queues.
• Assist customers with account and subscription management, process refunds, and handle technical issues related to the product:
• Billing and invoicing
• Account Authorization
• Entitlement management
• Download and installation
• Extensions
• Crash identification
• Bug tracking
• Effectively apply and exhaust the relevant knowledge base content and other resources to efficiently qualify customer requests for escalation.
• Adhere to prescribed communication and incident protocols, ensuring swift and effective dissemination of information to the appropriate channels when required.
• Maintain and refresh knowledge of products, promotions, and internal systems through training and continuing education.

Qualifications:

• Two years of experience supporting customers via chat, email, and phone
• Customer-focused approach that ensures all interactions and solutions are tailored to meet the needs of our diverse customer base
• Technical proficiency and familiarity with computer systems, software, and Google Suite
• Excellent communication skills, including active listening, empathy, and patience, with the ability to adapt communication styles to different audiences
• Time management and prioritization skills, enabling high-quality and time-sensitive customer communications
• Attention to detail while working through issue discovery and documenting case notes
• Able to maintain composure and professionalism during high-pressure situations
• Troubleshooting skills to swiftly identify, diagnose, and resolve technical issues, ensuring minimal downtime and optimal system functionality for customers

CampusPoint is an Equal Opportunity Employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

If you need assistance or an accommodation due to a disability, you may contact us at hr@campuspoint.com or 1 206-783-9200 (ask to speak with an HR representative). The process is outlined in CampusPoint’s ADA Policy.