Position: Customer Service & Cloud Support Representative

Job Type: Full Time, Hourly (Remote)

Position Overview:

As the first point of contact for customer inquiries via Web, email or ticketing system, your primary duties will be to resolve and answer customer inquiries, gather and process data, research and solve problems, maintain data integrity, and provide document support and imaging.

Work Schedule & Location Requirements:

• This role requires the ability to work Pacific Time (West Coast) business hours on an ongoing basis.
• Candidates must reside and perform work in one of the following states only:
  Colorado, Connecticut, Florida, Illinois, Massachusetts, Maine, Minnesota, New York, North Carolina, Ohio, Oklahoma, South Carolina, Tennessee, or Utah.
• We are unable to consider candidates located outside of these states at this time due to employer registration and payroll requirements.

Duties:

• Provide exceptional customer service to our customers via, email, internet, and in person, while providing support and information on products and services.
• Provide cloud support and other technical support duties to students via telephone, online ticketing system, and Zoom Video conferencing.
• Represent the company in a courteous and professional manner.
• Identify and clarify the reason for the contact from the customer. Present the customer with solutions and resolve any / all concerns with products or services.
• May collect and enter orders for new or additional products/services with our sales representatives.
• Maintain customer accounts and records of customer interactions with details of inquiries in our CRM software.
• Brand Ambassador for the company as the first point of contact for new customers or orders.
• Utilize the centralized ticketing system for requests and resolution and ensure proper documentation of issues within ticketing system.
• Manage, distribute, and respond to all inbound cases, incoming customer phone calls, emails, as well as afterhours voicemail messages daily.
• Respond to customer support cases on weekends during select peak periods.
• Coordinate with shipping department on timing of orders, order exceptions, and the fulfillment of replacement orders.
• Follow all Customer Service policies and procedures, assist in training temporary employees as necessary, and other duties as assigned.
• Assist other departments during downtime.

Minimum Qualifications/Skills:

High School Diploma or equivalent required.

2 years prior computer-based customer service experience OR a combination of 1 year of computer-based customer service AND 1 year of cloud support required.

Experience in the following areas:

Team player with a strong attention to detail and organizational skills.

• Excellent verbal and written communication skills with the ability to liaison with many different departments.
• Basic knowledge of computer software and office systems (Microsoft Office Suite (e.g., Excel, PowerPoint, Word) and willing to learn additional information systems and or software.

• Ability to thrive in fast-paced environment, multitask while keeping focus on the customer, and manage competing priorities.
• Flexibility to occasionally work different shifts (including evenings, weekends, or holidays).
• Ability to pass a pre-employment background investigation.