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Tier 2 Customer Support in Austin, TX at Frontline Source Group

Date Posted: 10/4/2018

Job Snapshot

Job Description

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Our busy and growing client is looking for a Tier 2 Customer Support in Lakeway, TX on a direct hire basis.

Company Profile:
Leading provider of technology for the Optometry industry
Company focused on excellent customer service as well as taking great care of their employees

Tier 2 Customer Support Role:
The Tier 2 Customer Support will be responsible for resolving technical issues, working with customers, both internal and external, to ensure both product and customer service expectations are met and exceeded.
Reviewing, troubleshooting, and resolving escalated support cases
Maintaining clear communication with customers and team members to ensure all issues are thoroughly resolved, focusing on Customer Satisfaction.
Consistently follow documented processes and procedures.
Creating thorough resolution documentation based on company procedures.
Participating in pre-release testing for new products when appropriate
Work with all teams in our Agile work environment to continue to improve our product and ensure customer satisfaction.
Provide troubleshooting support to Tier 1 teams via direct person-to-person support, chat room communication, and training session
Tier 2 Customer Support Background Profile:
High school diploma or equivalent
Bachelor’s degree preferred
Analytical, creative troubleshooting skills
Excellent communication skills, able to communicate about technical issues with people at all levels of technical acumen
Great interpersonal and customer service skills, able to act with an appropriate sense of urgency to resolve problems
Understanding of relational database applications
Understanding of web server technologies
3 years supporting software solutions for external customers
Experience with SQL Server databases
Strong Knowledge of Windows and Microsoft Office Suite
Experience using remote connection software
Ability to multi-task, prioritize, and shift focus on various projects
Technical customer support experience, preferably in a high-tech SaaS industry preferred
Experience with Salesforce and Microsoft Team Foundation Server (TFS) preferred

Features and Benefits of Client:
Great healthcare benefits package
Fully stocked kitchen (food and beverages)
Monthly employee appreciation celebrations and events
Generous PTO and Paid Holidays
Opportunity to work in a fun and positive environment where the employees are recognized for their hard work and rewarded

Disclaimer: sensitive and personal data will not be requested by Frontline Source Group or its affiliates until a job offer is made and accepted. If you ever doubt the validity of our job postings, we encourage you to call one of our branch locations to verify the status on any job.

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