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Oasis allows us to work off the same page. That improves efficiency and customer response capabilities, saving us money in managing accounts. We have a loyal customer base that we do good work for, and this is one of the things that allows that.
Alberta Printer
Helmut Rotter
Owner and Manager
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| Sr. Customer Support Representative |
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| Overview: |
- Who are we? A Tampa headquartered software company that develops Customer Relationship Management (CRM) software for small and midsize businesses. What does that mean? Our products offer sales teams an answer to the age-old question: "How can we most productively-and profitably-spend our day?" In short, we help sales teams reach their fullest potential, and we help businesses develop closer bonds with their customers. Our CRM products are consistently ranked among the most usable and affordable in the industry.
- KnowTia’s staff embraces the values of teamwork, commitment, integrity and enterprise, and we conduct business in a style that is uncharacteristically fun.
- KnowTia was founded in August 2001 by Edward VanDuyne, a former WebMD software engineer with a history of leadership in technology, usability and workflow. Many of our employees come from among the nation's most successful technology firms, including Abicus, WebMD and MedMaster.
- The Senior Customer Support Specialist is primarily responsible for resolving escalated issues raised by new and existing customers in the effective use of the OASIS CRM solution. They are experts in all Oasis CRM systems in order to advise and assist customers in the daily use of the systems to add value to the customers' business. They will also be responsible for reporting potential bugs to the development team, assisting customers with the installation and trouble-shooting of the software, and maintaining a positive relationship with end-users and system administrators.
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| Responsibilities |
| Specifically, a Senior Customer Support Specialist will: |
- Resolve calls escalated by Customer Support Specialists
- Mentor Customer Support Specialists remotely and in person.
- Provide excellent customer service
- Interact with customers of various knowledge levels via telephone, e-mail, and chat.
- Identify, evaluate, and prioritize customer problems and complaints
- Analyze customer problems and formulate plans of resolution
- Utilize all technical resources to solve customer problems
- Provide detailed case note documentation
- Participate in on-going training and departmental development
- Test for proper functionality of applications
- Work independently, highly motivated, and have a success driven approach to responsibilities
- Able to set an outstanding example for Customer Support Specialists in their work ethic, productivity, and quality
- Interact comfortably and communicate effectively with Development, Technology, Sales, and Account Management teams regarding customer issues and suggestions.
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| Qualifications: |
- Highly service-oriented, customer-friendly with a warm personality.
- Excellent communications skills, both written and verbal in the English language.
- At least 3 years experience in call center / technical support / helpdesk / customer service / product or user support.
- At least 1 year experience resolving 2nd tier escalation in a call center or help desk type environment
- Ability to quickly learn the most complex KnowTia solutions and products.
- Ability to understand, analyze and convey complex business concepts and processes in a way that customers understand.
- Ability to quickly learn the CRM industry and competitive solutions.
- Ability to interact with multiple levels of internal parties and external parties of the organization.
- Adequate computer literacy with the standard office applications.
- Team player but able to work independently, result oriented and self starter.
- Self organizing and self motivated.
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