Customer Support Agent

Description

Job Id : 65982

Customer Support Agent

Our client is seeking a Customer Support Agent to join our client's Viewpoint Construction Software division. This entry-level position involves providing exceptional customer service through phone, chat, email, and online platforms.

The successful candidate will assist customers with inquiries, manage customer data in our client's CRM system, and support them in utilizing their enterprise software solutions.

This role is fully remote.

Customer Support Agent Responsibilities

• Answer high-volume incoming support calls, chats, emails, and online cases; route calls to appropriate departments as needed.
• Assist customers with setting up and navigating the Customer Portal (online support portal); update customer contact preferences.
• Enter and maintain accurate customer data, including contact information and software versions.
• Communicate directly with customers to resolve issues or direct them to appropriate departments.
• Expedite cases for customers, sales, and professional services (PS) teams as required.
• Complete assigned projects and tasks promptly and accurately.
• Educate customers and schedule appointments for Viewpoint Software deployment.
• Manage bounced emails to maintain up-to-date Viewpoint contact information.

Customer Support Agent Qualifications

• High school diploma required; some college coursework in business, accounting, or computer technology preferred.
• Excellent telephone etiquette and ability to build rapport with customers; remains calm under pressure.
• Strong attendance record and ability to meet coverage requirements in a dynamic customer support environment.
• Proven ability to multitask and prioritize in a fast-paced software support environment.
• Intermediate proficiency with MS Office applications and data entry skills.

Competencies :

• Customer-service orientation with clear and concise communication skills.
• Demonstrates accuracy, thoroughness, and attention to detail.
• Exhibits professionalism, discretion, and good judgment in all interactions.
• Reliable team player with strong organizational skills and the ability to manage multiple projects effectively.

Preferred :

• Prior customer service experience.
• Advanced skills in Microsoft Excel and Word.

Compensation : $18-$19 / hr. (DOE)

Benefits

Benefits are available to eligible VanderHouwen contractors and include coverage for medical, dental, vision, life insurance, short and long term disability, and matching 401k.