Position Title: Customer Support Agent
Location: Huntsville, AL
Position Status: Contract-to-hire
 
Position Description:
Our client is looking for Customer Support Agent candidates for a position located in Huntsville, AL. The selected candidate will provide excellent customer service and support software applications in a demanding technical environment. Will be the primary liaison between end users and product development organizations.
 
Responsibilities:

• Provide high-quality phone, web, and email support for customers.
• Perform extensive troubleshooting of key software and hardware components.
• Be able to replicate complex customer issues.
• Take ownership of technical incidents and coordinate resolution with services or product development teams when necessary.
• Train customers in system operation and software functionality.
•  Keep abreast of new company products and services.
• Utilize social media to respond to customer complaints and praise.
• Contributes to team effort by accomplishing related results as needed.
• Perform other reasonable and related duties.

Qualifications/Requirements:

• Associate’s or Bachelor’s Degree in MIS, CIS or other related Technical field.
• Two to four years of technical troubleshooting experience is a plus.
• Experience in providing customer support is a plus.
• General technical knowledge of Microsoft products and technologies including Windows Servers and SQL databases.
• General technical knowledge of VMWare, Networking, GPS technology.
• Knowledge of XML and HTML.
• Ability to understand software configurations, system maintenance and installations.
• Readiness to learn new technologies at lightning speed.
• Commitment to providing an exceptional experience to our customers.
• Ability to work a flexible schedule or be on-call on a rotating basis.
• Working knowledge of customer service software, databases and tools.
• Awareness of industry’s latest technology trends and applications.
• Strong client-facing and communication skills.
• Advanced troubleshooting and multi-tasking skills.
• Ability to comprehend the product line and to communicate our value proposition to prospects and customers.
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
• Excellent presentation skills, verbal and written communication skills, and interpersonal skills.
• Proficient in using Microsoft Office Suite applications.
• Experience in Salesforce and Oracle’s Siebel is a plus.