The Technical Support Representative is responsible for handling customer and Skillsoft employee inquiries through live help, phone and email.
In-depth understanding (“expert user”) of the functionality and capability of Customer Service tools
Liaison with client and ensure client’s needs are met.
Compile client reports as requested
Administers all clients in SkillPort
Routes or answers all incoming communication (email, phone, or other) from customers and clients.
Maintains student database
Keeps up-to-date on course/curriculum offerings’ changes to certification tracks; recommend course orders.
Familiar with all Skillsoft products; including Percipio, Books24x7 and Skillsoft Compliance
Maintains workload measurement time sheets to be submitted to supervisors
Attentive to service level agreements
Post-secondary education in a related field or an equivalent combination of training and experience
Competency in written and spoken English
Previous experience (1+ years) working in a Technical Support function or a Customer Service Center for an e-business company, Internet Service Provider or software vendor, with experience providing service to both consumers and corporate customers
Good knowledge of Windows XP/2007/2008, eCommerce and Web/Internet platforms.
Experience with the following software: Microsoft Office (Microsoft Word, Excel, Power Point, Access and Outlook)
Java, HTML, firewalls, and proxy servers
Ability to communicate information and ideas clearly and concisely, orally and in writing
Excellent time management and organizational skills; you must be results and deadline oriented.
The ability to function in a team-oriented environment
Understand and utilize new technologies / systems.
Strong analytical and troubleshooting skills; proactive in short and long-term problem solving
Typing speed of at least 40 wpm
Ability and willingness to learn and participate in ongoing education
The ability to capture and manage client requirements and expectations