Customer Service Web Support The representative is responsible for providing world class service to Small Business Customers by resolving customer inquiries through multiple contact channels, including phone and e-mail. The successful representative will address and resolve customer technical and other inquiries to ensure first contact resolution. Additionally, the representative is responsible for making every customer interaction count through a relationship-building consultative-servicing approach by identifying opportunities to make every customer successful. This involves providing sales through service and recommending products and services that are best suited for the customer.
Job Responsibilities: Provide world class service to all small business customers in a customer-centric environment Successfully resolve complex customer e-mail and telephone inquiries through the use of multiple customer support tools Assist customers with inquiries while providing consultative support and recommendations Document in detail all interactions with customers Effectively articulate complex information to a variety of technical and non-technical customers Educate customers on products; help customers to be successful Identify and evaluate opportunities to increase customer retention and satisfaction through the use of up/cross-selling products and services Successfully performs against department scorecard metrics
Minimum Job Qualifications: World-class customer service focus and interpersonal skills 2-3 years previous success in call-center service, or internet company Proven ability to logically communicate complex technical problems in 'customer friendly' language Proven ability to work in a high paced, nimble, and fluid work environment Demonstrated superior troubleshooting skills, ability to think outside of the box and find creative ways to solve customer problems including up-sell and cross-sell into additional products Knowledge of DNS and Web Hosting Intermediate knowledge of Perl, CGI, HTML, Java, and e-commerce Solid decision making skills Must demonstrate effective oral and written communication skills and the ability to work cooperatively with internal and external business partners Proven ability to work independently in a fast-paced environment Intermediate knowledge of Microsoft Office suite, including Excel Well organized with the ability to multi-task and prioritize workload Ability to work flexible shifts including weekends and holidays High School Diploma required, 4 year college degree preferred
Preferred Job Qualifications: Knowledge of small business products a plus Previous experience in a B2B support .
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