Job Description
Sonian is looking to hire an experienced Level 2 Customer Support representative to join our team. We are looking for a highly motivated, goal-oriented individual who will be responsible for managing and supporting client issues in an ongoing service model. The successful candidate should be a flexible worker as well as an excellent team player, and able to work efficiently under tight deadlines. The right candidate will be able to adapt quickly to changes and may find themselves in more senior roles within 12 months.
Responsibilities
• Monitor and respond to client inquiries and support requests via phone, email, web forum, etc.
• Provide professional client service to our client and partner base
• Take escalated calls as needed
• Maintain detailed documentation on client interactions
• Work with new users or internal employees as needed
• Provide training for clients and staff (as needed)
• Ensure productivity standards and metrics are maintained
• Staggered shift schedules
Qualifications
• Minimum of Bachelors degree in computer-related field or equivalent work experience.
• Two+ years of professional experience with heavy telephone support
• Linux administration experience
• Excellent verbal and written communication skills
• Excellent follow-up skills.
• Proven knowledge of troubleshooting techniques
• Strong background in client service and support
• Demonstrated ability to exercise good judgment in dealing with clients’ technical issues
• Ability to work independently and on a team to meet critical deadlines
• Strong PC or MAC skills, as well as applications like (MS-Excel, MS-Word)
• Ability to follow operating procedures and instructions.
• Ability to work well under pressure while maintaining a professional demeanor
• Ability to multitask
• CRM experience a must
• Understanding of Firewalls, NAT, DNS, SMTP, IMAP
• Sysadmin experience with one or more email systems (Exchange, Groupwise, Lotus Notes) preferred
• Bash scripting and task automation highly preferred
Please send your resume and cover letter to jobs@sonian.net. Use subject line “Level 2 Customer Support Representative”.
