Software Support Representative

DescriptionThe nation’s leading Web Services and e-commerce company is currently seeking a Support Services Representative (SSR) to complement its growing team. Our electronic government solutions use technology to increase efficiency, reduce costs, and help make government interactions more accessible for everyone through ready access to relevant technology.ResponsibilitiesProcess a high volume of incoming customer inquiries promptly and efficiently through unscripted telephone and email conversationsResolve incoming inquiries regarding login issues, billing issues, technical problems, service questions, and other general concernsTake detailed notes, document customer contacts quickly, and maintain customer records during and after each customer contact in the Customer Relationship Management systemUnderstand and determine the cause of problems quickly and apply the appropriate solutionReview and process documents for compliance with established regulationsManage sensitive information securely and follow company policies and proceduresDemonstrate commitment to customer satisfaction and interact with customers professionally and courteously at all timesSolve technical problems with minimal supervisionNavigate a computer effectively and learn to use and support multiple web-based systems quicklyProvide accurate and complete information to meet customer needs and achieve satisfactionWork with supervisor to stay updated on product knowledge, company policies, and procedures, and effectively handle changes in any of these areasProvide timely feedback to the supervisor regarding challenges or customer concernsOther duties as assignedQualificationsHigh School Diploma and a minimum of one year of customer-facing work experience.Excellent communication skills, including clear verbal and written abilities.Strong organizational and prioritization skills.Ability to multitask in a fast-paced environment to ensure timely follow-through.Must have excellent problem-solving skills and a keen attention to detail.Must be self-motivated and demonstrate initiative.Ability to understand a variety of technologies and platforms.This position allows both flexible and remote work opportunities with a minimum of 3 in-office days per week.