Customer Support Representative

Job Description

Excellent opportunity for an energetic individual to join a growing technology company as part of our Product Support Team. The ideal candidate should be a self-starter who is motivated, customer-focused, and tech savvy. You will provide training and technical support to new and existing customers of Koncert products. You must possess excellent organizational, time management and follow-up skills and have the ability to work both independently and within a team environment.

Primary Responsibilities

• Deliver superior Customer Service & Product Support – client onboarding and product training
• Deliver support services (phone and email) to meet Koncert commitments to customers
• Provide level one troubleshooting. Accurately assess the customer’s product issue or problem. Ask the user well thought out or detailed questions and carefully listen to the user’s response to fully comprehend the need, product issue, and the best avenue for resolution to the problem
• Answer general application questions. Identify and resolve application and service issues and any other questions that may arise
• Product Testing – Support new feature releases in using the product as an end user
• Team coordination – collaborating with Sales and Product development teams

Requirements

• Troubleshooting skills
• Customer service phone skills
• Experience training on an IT related program
• Basic knowledge of different Operating Systems and Web Browsers
• Strong written and verbal communication skills
• Detail oriented
• 1 year of customer service and/or support experience. (Preferred)
• This is a hybrid position 2 days a week in the office (Tuesday/Thursday)

Salary & Benefits

• Industry standard