Client Representative Help Desk Escalation Jobs

Working knowledge of Google Analytics, Google Tag Manager and Data Layer concepts

1-3 years of experience in a technical support role (preferably in a B2B/Enterprise environment)

Proven experience managing client issues and escalations and working cross-functionally to deliver impactful solutions

Working knowledge of APIs and using them to integrate applications/platforms

Hands-on/practical experience in Web Development and programming using HTML, CSS and Javascript

Competitive Health Benefits for you and your family starting day one

Very strong time management skills with the ability to multi-task

Coordinate customer approved Changes (Changed Management)

Workload queue & prioritization management

Manage tickets/orders until completion/closure; escalating to support manager when required

Strong negotiation, conflict resolution and relationship building skills

Focus on quality and resolution, prioritizing the client experience

Excellent time management, negotiation and conflict resolution skills.

Effective communication in the context of stakeholders management as well as external customers.

You efficiently analyze new challenges, and quickly learn the additional skills and techniques needed to succeed.

3+ years experience in high-touch CS role required

This critical, high visibility role requires taking a consultative, personalized and anticipatory approach to

forging and maintaining executive relationships while balancing a community first mindset.

Proactive and reactive IT support

Advanced troubleshooting for client issues

Guiding and mentoring technical support team members

On-premise and Azure server environments

Windows, including O365 and related Microsoft products

Experience working in a CRM (customer relationship management) system, Salesforce CRM experience a must

Proven excellent organizational and time management skills with the ability to meet multiple deadlines

Effectively take control and manage escalated/challenging situations to ensure a positive customer experience

Manage sales team information needs (Inventory questions, order changes, customer facing system issues, etc.)

Collaborating with internal teams to provide a better customer service experience

Assist with training and feedback to remote teams

Excellent management of priorities (organization and planning)

Recent experience as a customer service representative with the Small and Medium or Medium Business Markets.

Adaptability and ability to manage change (continually changing priorities/tasks)

Ability to manage several tasks at once

Strong abilities in active listening, empathy and win-win negotiations.

Extensive knowledge of small and medium business products and business solutions and related processes

Ensuring that our Follow-the-Sun model is effectively and consistently utilized to resolve managed escalations

Deliver timely and high quality incident resolution focused on root cause analysis, prevention, and knowledge transfer of learnings from the issue

Identify, manage and record escalation trends

Responsible for managing a small number of long-running, high-impact escalations

Mapping all customer points of contact and their role in the escalation

Setting and resetting customer expectations on status and timelines