Customer Support Representative

As the Customer Support Representative, you will be responsible for providing a positive experience to requesters in need of help, ranging from administrative assistance to product concerns. You are excellent at communicating with people of all levels and backgrounds, can empathize with even the most unhappy customer, and enjoy the relentless pursuit of knowledge.

Requirements

• Triage Support inquiries and respond to incoming requests from customers, prospects, and colleagues through our support channels.
• Educate requesters about best practices and product questions by recommending Help Center content and/or providing status updates.
• Verify and/or modify user accounts, profiles, permissions, passwords, and contacts for customers upon request.
• Become an expert on how Validity products work to help requesters understand the features and benefits pertaining to their specific needs.
• Reproduce customer issues in a development environment to resolve basic troubleshooting issues.
• Complete preliminary troubleshooting steps in reviewing customer nuances to determine cause of results in the products.
• Understand what the requester needs and why they are asking, in order to troubleshoot before escalating to responsible internal parties.
• Analyze customer issues using proprietary tools, publicly accessible tools, and data provided by the customer to determine root cause.
• Consistently maintain excellent customer satisfaction ratings.
• Provide prompt and accurate feedback to requesters.
• Ensure the support SLA is met on all assigned Support cases.
• Prioritize and manage several open issues at one time.
• Create and/or maintain internal training documentation.
• Participate in holiday on-call rotation as required.