Technical Support Agent

Key Responsibilities:

• Delight customers by providing timely, expert advice
• Act as the first level of support for questions, issues, and common tasks
• Prioritize cases and respond to inquiries with speed and precision
• Use written and verbal communication to resolve complex, technical issues
• Carry out ad hoc tasks or activities associated with the Technical Support Agent functions and/or tasks within the capability and pay grade of the Technical Support Agent as may be assigned.

Job Requirements and Credentials:

• Graduate of B.S. Computer Science or similar degree
• Minimum 1-3 years of experience in a customer-focused, support environment
• Proven track record of driving change focused on improving the customer experience
• Excellent written and verbal English required
• Foreign language fluence preferred (Spanish, Mandarin, Japanese, Korean)
• Experience with JavaScript, HTML, and XML a plus
• Experience with Medallia and Salesforce.com Service Cloud knowledge a plus
• Ability to learn on the fly and prioritize conflicting tasks

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