Warrenville, IL
Brycer is looking for smart, friendly and motivated customer service professionals to join our growing team! We are looking for individuals with strong communication skills with interests in public safety and emerging online technology. The ideal candidate is a self-starter, responsible, responsive, and knowledgeable. In this position, you will help our customers solve their needs in a timely, complete and accurate manner.
Responsibilities include:
- Deliver unparalleled customer service utilizing the phone, email, and live chat
- Partner with customers to understand goals and business processes
- Provide expert knowledge of our application to the customer
- Drive to continually improve our internal process for customer care
- Identify, troubleshoot and resolve issues encountered by users, confirm and report bugs
- Document issues using case format in our CRM system
- Act as a liaison between our Product Management and Engineering teams
- Collaborate with other employees by providing important customer feedback, process-improvement suggestions, new troubleshooting tips and other actions that involve improving our product
Skills and Experience:
- Prior applicable experience with named or dedicated accounts in a technical support or professional services environment
- Technical competence including general understanding of IT and enterprise software, specifically ASP (“on-demand”, SaaS), networking, hardware, and implementations
- A 4 year degree and/or 5+ years of demonstrated industry experience
- Working knowledge of enterprise integrations including batch interfaces and Web Services
- Demonstrated analysis, problem solving and troubleshooting expertise
- Solid understanding of Internet technologies, web servers and web proxy servers
- Ability to multi-task and perform effectively under pressure
- Comfortable interacting with all levels of management and roles within the customer organization
- Ability to effectively prioritize and escalate customer issues as required
- Excellent communication and presentation skills to effectively explain a solution to a customer’s problems
- Detailed, organized and results oriented
- Ability to learn and assimilate technical information quickly
- Ability to manage service levels and conduct regularly scheduled customer meetings
- Enthusiasm, strong work ethic and a positive attitude
- Salesforce experience a plus
