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Technical Customer Service Analyst in Fort Lauderdale, FL at SNI Technology

Date Posted: 6/7/2018

Job Snapshot

Job Description

This position is responsible for providing superior customer service to customers by handling internal and external customer inquiries via telephone, email, fax, live chat and postal mail. Inquiries are handled using tools and training. This position is also responsible for assisting in technical support & trouble shooting, activating units, renewing service, handling sales and upgrading of products & services.

Job Functions
* Provides training, software and technical support to Fleet services clients.
* Upgrades, up-sells and provides a holistic approach to meet all clients' needs.
* Delivers superior customer experience, training & support on software solutions.
* Assists customers independently via e-mail/phone/forum posts and keep clients informed of progress on open issues.
* Document client communication & issues in the CRM.
* Make outbound courtesy calls to all clients, contacting each client based on the company's policy & documenting all in the CRM.
* Product Specialty: Answers, contributes and co-ordinates with Engineering to resolve customer issues; attends product/project meetings and advises team of any new developments; works with product management on product direction based on customer interaction/feedback.
* Troubleshooting; Web Application; Client Network Server Configuration.
* Use remote tools to connect to clients for training and issue resolution.
* Maintains ownership of issues until resolved and demonstrates leadership.
* Communicates with The Operation Department regarding software defects and follows-up to make sure fixes are received and tested.
* Works to analyze and resolve complex problems in a team environment and consults co-workers and procedures to optimize problem resolution.
* Handling Inbound and outbound calls. Assist in answering incoming calls.

* Associate degree or equivalent work experience
* Minimum of 2 years relevant experience providing specialized support for complex enterprise software solutions
* Attend and pass all required training classes
* High level of oral and written communication skills in a formal and informal environment
* Ability to meet tight schedules and deadlines / Strong skills in time management, prioritizing tasks, timely follow-up and meeting deadlines.
* Organized and detail-oriented.
* Analytical and structured thinker
* Multi-tasking (phone, data entry, note taking)
* Computer, communication and typing skills
* Technical capabilities
* Teamwork skills
* Able to follow detailed instructions & detail oriented to enter correct information into systems
* Fluent (read, write & speak) Spanish