REQUIRED SKILLS AND EXPERIENCE

• 2 years of experience providing software/applications support
• 2 years of experience in providing technical support for online applications
• Experience utilizing ZenDesk ticketing system
• Strong knowledge and experience in utilizing MS Office, Excel and Word applications
• Strong customer service experience as well as written and verbal communication skills
• Ability to work EST hours

NICE TO HAVE SKILLS AND EXPERIENCE

• Experience doing customer service for e-commerce of SaaS corporations

JOB DESCRIPTION

Insight Global is seeking a Customer Service Representative to support a leading legal contract platform with nearly 200 contracts, exhibits, and forms that define the relationships and terms involved in design and construction projects. Our client has over 120 years of experience in fine-tuning the road map for all design and construction parties. This position is considered an engaging customer interaction position. This ideal candidate would be well versed in technology, exceptional customer service experience and attention to details and ability to communicate and resolve customer requests. This position is a 3 month contract with the possibility to convert into a permanent role. Responsibilities include: * Provide courteous and professional customer service in responding to both e-mail, phone and chat requests for technical assistance from end users * Provide recommendations to increase software functionality through troubleshooting issues. * Develop expert proficiency in the operation of specific business systems or processes needed in the call center. This may also include Sales, Incident Management, purchasing invoicing, refunds, and moving of licenses. * Provide recommendation to the Management Team on call volume reduction strategy. * Research and document users issues and submit findings for review for inclusion in knowledge base (KB). This may include issues that deal with: Internet browsers, Operating systems, Microsoft Office, Networking, Third Party software * Ensure each reported problem is documented and resolved in a timely manner, tracked according to standards, and / or escalated / re-assigned as appropriate. * Answer general questions and provides training to end users on software functionality. * Continuously build on application knowledge through training, research and testing. * Work independently and as a team member to research relevant issues and continue contact with the client until all issues have been resolved. * Make outbound calls as needed. The salary expectation for this position is between $18-$24/hr depending upon years of experience.