Consumer Support Technician - VIPRE

Client Support Clearwater, Florida


Description

Position at J2 Cloud Services

As the primary support for our customers, Consumer Support Technicians take inbound calls and respond to emails/chats regarding our software. Consumer Support Technicians provide exceptional customer service through understanding customer needs and meeting their expectations in a timely manner. Consumer Support Technicians ensure the happiness and stickiness of our Consumer business through active listening and recognition of customer issues.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities:

  • Manage large amounts of incoming calls
  • Assist with customer orders, refunds, and license questions/problems
  • Provide exceptional customer service through understanding customer needs and meeting their expectations in a timely manner
  • Provide accurate, valid, and complete information by using the right methods/tools
  • Follow communication procedures, guidelines and policies

Qualifications:

  • Proven customer support experience or experience as a client service representative
  • Strong phone contact handling skills and active listening
  • Familiarity with CRM systems and practices (Freshdesk preferred)
  • Working knowledge of Windows, Mac, Android and iOS operating systems
  • Ability to troubleshoot issues and work in a fast-paced environment
  • Customer orientation and ability to adapt/respond to different types of customer responses
  • Excellent communication and presentation skills
  • Ability to multi-task, prioritize, and manage time effectively
  • Technology certifications preferred (or equivalent experience/education)
    • A+ / Network+ / Security+
  • High school degree

 

VIPRE Security is an AA/EOE


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