Customer Support Representative

Job Summary

As a Customer Support Representative, your role will revolve around prioritizing client satisfaction and nurturing lasting relationships. You will not only excel in client engagement but also proactively identify and capitalize on opportunities for business growth. Your goal is to ensure success for our clients and team members alike. 

Essential Duties and Responsibilities:

• Demonstrate outstanding customer service through phone, cases, email, and chat support. 
• Have an extremely elevated level of ownership and responsibility when handling assigned cases and tasks.
• Work through and manage client requests that come in through our CRM (Salesforce) cases and phone interactions. 
• Engage in real-time troubleshooting with customers to resolve technical issues.
• Exhibit organizational skills, maintain up-to-date documentation of client interactions and day-to-day changes within the organization.
• Show adaptiveness and flexibility in the fluid environment of web technologies, design, and company changes.
• Provide Tier-one level support including but not limited to:
• Inbound and Outbound Calls
• Website Edits through our proprietary website editor
• Webmail setup and troubleshooting
• Billing support through our system Armatic, and client billing partner Bluefin
• Product Support i.e., Office Mojo, Snap Engage, Email-Marketing System
• Support of our Client Document exchange Secure Firm Portal
• DNS i.e. A, MX, TXT, CNAME records
• Downgrades of client services
• Transfer of Ownerships
• Sales upsell assists
• Provide outstanding customer service through case, email, and chat support in the outlined above tier-one level support duties.
• Educate current clients about the use of products and additional service opportunities. 
• Maximize and identify opportunities to sell additional or upgraded services to clients as available, while providing a high-quality customer experience.
• Maintain high ownership and responsibility in the above tier-one level support duties.
• Be receptive to goals set-in place to maintain high-level performance and their reflective metrics.
• Additional duties as assigned by management.
• Regular and reliable attendance is required as this is a full-time position.

Key Skills, Knowledge and Qualifications:

• 2 Year degree preferred.
• 3 years of customer service experience in a fast paced, customer focused, or technical/helpdesk call center environment
• Strong time management skills
• Keen attention to detail
• Basic HTML & CSS understanding is strongly preferred and recommended.
• Familiarity with CRM platforms, preferably Salesforces.com, or similar systems required.
• Proficient with Microsoft and Adobe products such as: Word, Excel, Photoshop
• Basic understanding of DNS (Domain Name Server), including (A, MX, TXT, CNAME) (Preferred)
• Knowledge of digital marketing in the web world such as SEO (Search Engine Optimization), PPC (Pay Per Click), LSA, Google Business Profile, and Facebook Ads (Preferred)
• Sales Experience (Preferred)

Physical/Mental Requirements for the Job:

• Prolonged periods of sedentary movement.
• May be requested to work overtime and weekends if deemed necessary.
• Must be able to lift at least 20 pounds.
• Certain management positions might be required to occasional travel.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job- related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.