Customer & application support associate

Customer & application support associate


customer & application support associate

11 hours ago be among the first 25 applicants

position summary:

as a customer & application support associate, you will regularly interact with customers and provide daily technical support to arcos customers, post implementation.

position summary:

as a customer & application support associate, you will regularly interact with customers and provide daily technical support to arcos customers, post implementation.

what you'll do:

as a key member of our support team, you'll play a vital role in delivering a positive customer experience. Your main responsibilities will include:


* serve as the first point of contact for incoming customer calls and support cases
* manage and assign support tickets from the queue promptly and accurately
* provide timely, clear, and professional verbal and written responses to customer inquiries
* troubleshoot technical issues across a large proprietary software system
* draft and maintain help documents for customers, including updates for new product releases
* lead conference calls and webinars to walk customers through troubleshooting or feature explanations
* analyze incoming support cases to determine root cause and appropriate resolution steps
* write and update training materials and user-facing procedure manuals
* perform manual testing of new and existing features when needed
* participate in the on-call rotation to support customers outside standard business hours
* take on additional tasks and projects as assigned

requirements

achiever: self-motivation and strong attention to detail.

organizational skills and the ability to meet deadlines and follow instructions.

competence: an internal drive to master the arcos application and become a subject matter expert

service: a strong desire to deliver exceptional service and quickly identify or resolve inquiries/issues to ensure customer satisfaction

responsibility: drive to take responsibility and ownership for your work.

ability to properly manage expectations.

strategic thinking: natural curiosity and to sort through a problem and find the best outcome solution.

problem solving: ability to think things through with incomplete data

empathy: ability to understand and relate to customer's feelings and emotions.

activator: an impatience to move others to action

communicator: desire and skill to convey detailed information verbally and written to internal and external customers.

benefits

we offer benefits above the legal requirements, including major medical expenses insurance, life and health insurance, monthly food coupons, and a savings fund all designed to support your well-being and financial stability.


seniority level

* seniority level

associate


employment type

* employment type

full-time


job function

* job function

customer service
* industries

it services and it consulting

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