Service And Support General Job Description
Team Description
The service and support team maintains direct contact with customers pre-sale or post-sales or both.
Role And Responsibilities
- Customer service includes communication via telephone, email, chat or other social media platforms
- Supports sales team by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/or product revenue(s)
- Ensures delivery of objectives and client expectations are met following contractual obligations
- Work with various departments to meet maintenance services sales goals, receive and understand accurate accounts of equipment failures
- Conduct technical training courses for customers and/or employees in the use of complex situations for multiple products
- Interact with customer and functional organizations to develop specifications for the content of courses
- Post-sale technical support services to customers, including installation, troubleshooting, problem resolution and maintenance of products and services
- Responsibilities are within the technical customer support function as a generalist or in a combination of disciplines:
- product support specialist
- product support analyst
- systems integration engineer
- technical support
- customer service
- customer training
- sales support
Qualifications And Education Requirements
- Minimum High School diploma, University student or graduate. Technical experience strongly desired
- Demonstrates good time management and priority setting skills
- Demonstrates effective teamwork skills
- Demonstrates ability to work under pressure and handling complexity
- Proficient English and Spanish written and oral communication skills
- Must be organized, able to multi-task and work in all areas as needed
- Proven analytical and troubleshooting skills
- Excellent customer service skills
- Travel Industry background is desired.
- Experience with travel distribution/reservation systems (Sabre, Galileo, Amadeus)
- ITIL/ XML/ SQL/ API Programming
- Experience using Salesforce CRM tool
