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Product support specialist

Pasadena, CA
Overview

You are a master of customer service, a problem solver with a never-quit attitude, full of SaaS with your head in the “cloud”, and have a passion for technology. You look for innovative solutions to traditional problems and always find a way to improve the customer’s experience with iMeet® Central.

Responsibilities
  • Provide awesome support to iMeet Central customers
  • Resolve web-based and phone requests via Zendesk (our ticketing system), community, phone, web meetings and other tools
  • Be both support representative and consultant for a variety of subjects related to the iMeet Central web application, mobile applications and other tools
  • Set up test environments to verify reported issues and log them into our ticket system
  • Speak to users about technical issues in a way they can understand
  • Use internal tracking tools to manage issues between customers, Customer Success and Engineering
  • Maintain and update articles and videos in our expansive library of online help content
What we’re looking for
  • Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful and conscientious
  • Ability to evaluate, troubleshoot and follow up on customer issues as well as replicate and document for further escalation
  • Ability to work independently and make decisions. Demonstrated ability managing priorities in a fast-paced environment
  • Excellent written and verbal communication skills
  • Natural enthusiasm for technology and problem-solving
  • A passion for social media or web-based software
  • An appreciation for easy-to-use, intuitive software
  • Comfortable working in a team
  • B.A. or B.S. is required or 4 years equivalent experience in a software support role
Bonus points for…
  • Experience in a technical field (hardware/software)
  • Experience with SaaS software
  • Experience with HTML or CSS
  • Experience working with virtual environments (i.e. Citrix, VMware, Hyper-V)

SOUND LIKE YOU?

Email us at jobs@imeetcentral.com with:
A *PERSONALIZED* cover letter
Your resume/CV
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