The Product Support Representative III provides first tier
technical support directly to CentralSquare's customers via phone,
web or email communications. Works with customer to diagnose
problems and/or resolve questions. Escalates complex issues to
appropriate technical experts.
Provide internal and external user support for application
issues of a technical nature.
Collaborate with fellow support colleagues and other internal
organizations to provide superior customer service.
Create internal/external content for our knowledge base
Maintain consistent, regular communication with customers
regarding the status of their requests.
Act as a customer advocate by working directly with customers on
high priority issues to deliver timely resolution and capture
customer feedback to influence process/product improvements.
Anticipate customer needs and effectively address concerns
related to their issue or resolution
Effectively handle difficult customer interactions and
challenging customer problems without the need for supervisory
intervention; maintains poise and professionalism even with very
difficult and demanding customers.
Ensure that individual performance meets or exceeds department
Develop strong working relationships with cross-functional teams
within the company.
Work with customers to identify reported system defects
May handle some escalated calls -work primarily under
supervision with some independent discretion.
All other duties as assigned.
Bachelors in IT or equivalent relevant experience required;
3-5 years' experience in a software support or other related
Excellent organizational and time management skills with the
ability to prioritize.
Strong communication skills with capability of interfacing with
all level of organization
Strong internal motivation. Must have the ability to work
independently but also contribute as part of a cohesive team.