Customer Service

Position Summary: 
Answers support calls, generates support cases and resolves or escalates issues according to company defined processes in a friendly and courteous manner.  Assist new clients through onboarding procedure.

Duties and Responsibilities include the following. Other duties may be assigned.

  • Assists customers via telephone and email in resolving issues related to the set-up, functionality, and usage of our web-based software.
  • Conduct training sessions using screen-sharing software.
  • Assists customer in resolving simple to intermediate technical issues and pre-sales inquiries by providing detailed and informative responses to their inquiries.
  • Document support cases and software change requests in accordance with company processes and communicates case status to customers and within the organization.
  • Authorizes solutions and related knowledge base materials in accordance with company processes and style guidelines.
  • Communicates with customers in a manner that fosters long-term customer relationships.
  • Assist sales department in preparing proposal documents.
  • Performs general administrative and data entry duties in support of Sales and Training Departments.
  • Performs customer relations and help desk system maintenance, including conducting customer satisfaction surveys.
  • Guide new customers through our new client onboarding procedures – (member data entry/conversion, website content migration, merchant account setup, and more.)
  • Make website content updates on behalf of client (using our content management system).
  • Performs other duties as assigned.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:
High school diploma or general education degree (GED);  Prior experience in either a software/technical support role preferred but not required.  

Reasoning Ability:
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:
To perform this job successfully, an individual should have knowledge of 

  • Chrome/IE/FF
  • Microsoft Word
  • Microsoft Excel

Nice to Have, but not necessary:

  • Familiarity with setting up email clients (POP/SMTP/IMAP)
  • GoToMeeting experience
  • Experience with Search Engine Optimization
  • Experience with Domain Name Registrations/Transfers
  • Sales Experience

Special Skills:

  • Excellent team work mentality and solution-oriented attitude
  • Must have excellent written and verbal communication skills.
  • Commitment to customer satisfaction
Please send resume to hr@viethconsulting.com.  No phone calls please.
 

Sales Internship

Please inquire at hr@viethconsulting.com.