Description:
As a Customer Support Representative, you will find yourself in one of the most highly supported positions in the business world. With great training, effective leadership, smart processes, timely communication, regular coaching and peer support on the floor, you will be spared no effort to help you be successful. You will:
- Achieve high levels of customer satisfaction when responding to inbound customer requests via phone, chat or email
- Troubleshoot technical and non-technical issues with the tools and skills after product training
- Ensure customer has best product that suits their needs
We are looking for people who are interested in growing a career in technology and growing with Opentext. An ideal candidate will invest in this job as the true career opportunity. A successful Customer Support Representative is a person who is a self-starter, with a professional attitude and be a good teammate.
This role is in office.
You Are Great At
- Successful completion of product and process training including: CRM, Customer Account Information, Knowledge Base, Training Materials, etc.) to think critically and resolve assigned customer interactions.
- Assist fellow representatives with live assistance to facilitate issue resolution. Utilize existing systems to document assistance sessions that aid the business in identifying trends. Collaborate with Customer Support Management as needed, to review data, identify solutions, and assist with implementation.
- Assist in the content creation/editing process for our Knowledge Bases by creating and editing content as necessary based on findings within your support interactions. This includes, but is not limited to, documenting new issues and solutions, editing existing content for clarity, and identifying content that is no longer relevant.
- Assist customers with live and deferred transactions via phone, chat, and email with account based and technical support inquiries.
- Strive to achieve established our established KPIs of Customer Satisfaction (CSAT) and Quality (Critical Error Accuracy).
- Properly escalate cases to the appropriate teams as needed based on issue complexity and process documentation.
- Remain current on internal alerts, trainings and process changes that are designed to prepare you for the evolving requirements of the role.