Wiley ยท 5 hours ago
Senior Representative, Customer Technical Support
United States
Full-time
Remote
Senior Level
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Responsibilities
Independent Support & Problem Solving: Work autonomously to resolve technical issues, engaging with customers through phone, live chat, SMS, and email without direct management input. Rely on personal expertise, a comprehensive knowledge base, and external resources to troubleshoot and resolve complex inquiries.
Continuous Skill Improvement: Regularly expand product knowledge and technical skills by leveraging internal training resources, third-party knowledge bases, and personal initiative. Stay updated on evolving technologies and technical support best practices to ensure high-quality customer interactions.
Customer-Centric Communication: Maintain real-time, personalized communication with customers to facilitate efficient problem resolution. Adhere to service-level agreements (SLAs) and engage customers directly, keeping them informed throughout the resolution process.
Documentation & Knowledge Contribution: Independently document solutions, resolutions, and insights into the Incident Tracking System (Salesforce Service Cloud). Propose updates or new entries for the knowledge base to enhance team-wide efficiency and reduce recurring issues.
Escalation Management: Take full ownership of cases, only escalating issues when necessary after exhausting all available resources and troubleshooting options. Serve as a subject matter expert for Tier I representatives and provide guidance as needed.
Product Familiarity: Proactively learn all company priority products to support end-users effectively and provide advanced troubleshooting guidance. Utilize remote access tools to assist in complex troubleshooting with customer permission, ensuring issue resolution accuracy.
Process Improvement Recommendations: Identify and recommend workflow enhancements and efficiencies based on observed trends in customer support interactions. Contribute to the ongoing improvement of support processes by collaborating on new scripts, solutions, and documentation.
Qualification
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Required
Minimum 2 years of college or equivalent experience in customer technical support.
Ability to work independently, efficiently and effectively to resolve customer concerns and or issues.
Ability to manage multiple time sensitive issues.
Ability to process paperwork and other information in a timely manner.
Demonstrates completeness and attention to detail; Follows-up in an efficient manner.
Ability to demonstrate leadership, take initiative and be organized and project driven.
Superior listening skills and strong written and oral communication skills.
Ability to maintain enthusiasm and positive attitude.
Ability to adapt easily to a constantly changing environment.
Highly organized; able to assimilate information and understand a range of products across a portfolio.
Sense of ownership and responsibility for dissemination of knowledge with customers/stakeholders.
Ability to effectively support a variety of internal/external clients.
Critical Thinker with deductive reasoning.
Preferred
BA or BS in a related discipline is a plus.
Technical certifications such as Microsoft Certified Technician or Microsoft Certified Professional are a plus.
Benefits
Meeting-free Friday afternoons
Comprehensive benefits package
Company
Wiley
Wiley champions those who see knowledge as a force for good.
Founded in 1807
5,001-10,000 employees
Funding
Current Stage
Late StageLeadership Team
Danish Khan
Chief of Staff to the CEO
Aref Matin
EVP & CTO
Recent News
Morningstar
2024-03-27
2023-10-10
2023-10-10
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