Customer Service and Support Representative
As the first line of support, you will be responsible for handling customer inquiries and issues (via phone, email and chat) relating to the company’s suite of web-based marketing software products. You will analyze requests/issues, log all communication surrounding the issue and work with account managers and technical personnel to resolve issues. This position is also accountable for delivering outstanding customer service in a timely and efficient manner and with a demonstrated commitment to overall customer satisfaction.
Desired Skills & Experience
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Troubleshoot and resolve user issues related to the company’s web-based products
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Respond to client requests for technical support
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Perform account setup and configuration changes
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Contribute to company’s knowledgebase and tutorials
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Lead instructional web tutorials on the company’s products
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Excellent written and verbal communication skills
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Ability to troubleshoot and provide technical support to customers
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Prior customer service or technical support experience preferred
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Professional and pleasant phone demeanor
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Ability to learn quickly
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Proficient in MS Windows, MS Office suite, web browsers
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Ability to work independently while researching solutions to client issues
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Bachelor’s Degree preferred
Based in the heart of Silicon Alley in NYC StructuredWeb is a leading provider of cloud based marketing automation and CRM platform with a customer base that consists of manufacturers, resellers and dealers across multiple industries. We work with channel partners of leading brands such as Cisco, Panasonic, Avaya, Steelcase, Hon, Konica-Minolta, Xerox, and Canon to help them drive demand for their products and services. Our integrated web applications, marketing services and best practice processes empower our clients to compete on par with larger businesses in their day-to-day sales and marketing activities. Year after year, we have experienced solid financial growth, providing software and services to thousands of companies in select industries. And we're on track to double that growth over the next few years. We're a close-knit team working together in a venture-backed, profitable technology and marketing services company. Our corporate culture is creative and we understand our number one asset is our employees, which is why we provide a work environment that is comfortable and attractive.
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