Main Duties and Responsibilities:
Technical/ Customer Support:
- Serve as the primary point of contact for complex customer inquiries and escalations, providing timely and accurate resolutions.
- Coordinate with cross-functional teams, including engineering and vendor teams to address customer issues and ensure prompt resolution.
Technical Expertise:
- Maintain a deep understanding of KioSoft Technologies products, features, and functionality.
- Stay updated with the latest industry trends and best practices related to KioSoft Technology products, providing insights and recommendations to improve the customer experience.
Continuous Process Improvement:
- Proactively contribute to knowledge base articles and self-help materials to empower customers and reduce support ticket volumes.
Customer Advocacy/Customer Success:
- Serve as a customer advocate within the organization, representing customer needs, pain points, and feedback to relevant teams.
- Drive initiatives to proactively improve product usability, documentation, and user experience based on customer insights.
Minimum Qualifications
- Ability to communicate in English and Spanish
- Associate's degree in a relevant field or equivalent practical experience in lieu of education
- Minimum of 2 years in the IT or a related field with experience directly interfacing with customers delivering & supporting IT or technology solutions.
- Prior experience in a customer support role, preferably supporting payment technology, IOT, or similar technology.
- Strong technical aptitude and ability to quickly learn and understand complex software products.
- Excellent problem-solving and analytical skills with a proactive approach to issue resolution.
- Exceptional communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical customers.
- Familiarity with support ticketing systems and customer relationship management (CRM) tools.
- Ability to thrive in a fast-paced and dynamic environment while maintaining a focus on customer satisfaction.
- Ability to travel nationally up to 30% of the time to customer sites for in-person training sessions.
Preferred Qualifications
- Experience with knowledge base creation and Knowledge-Centered Service (KCS) standards.
Physical Requirements
- Must be able to be in a stationary position more than 50% of the time
- Must be able to communicate, converse, and exchange information with peers and senior personnel (in English and Spanish)
- Constantly operates a computer and other office productivity machinery, such as a computer
- The person in this position frequently communicates with co-workers, management and customers, which may involve delivering presentations. Must be able to exchange accurate information in these situations
- The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
*Please submit resumes in English*
Pay: $20,000.00 - $25,000.00 per month
Pregunta(s) de postulación:
- Are you willing to work evenings and weekends?
Idioma:
- Inglés (Obligatorio)
Work Location: In person