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Customer Support Agent

Huntsville, Alabama
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.

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