Customer Care Analyst
The Customer Care Analyst is the first point of contact for helping customers with product usage and training issues. As a member of our fast growing organization, the Customer Care Analyst provides efficient and accurate telephone and email support to SiteSpect's customers. In this role, you will have an unlimited opportunity to contribute and grow into greater positions of responsibility and seniority.
Responsibilities include:
- Provide telephone and email technical support to SiteSpect's customers.
- Answer general product usage questions efficiently and accurately.
- Troubleshoot and diagnose customer issues of greater complexity, investigating and resolving such issues offline and then promptly responding to the customer.
- Documents calls, issues, and resolutions in the CRM and online knowledgebases, providing clear and precise information.
- Identify any defects in the product and enter this into the bug tracking system, including the steps required to reproduce.
- Contribute to future product planning based on experience assisting customers.
- Escalate issues accordingly.
- Begin to grow in ability to perform customer outreach in support of post-sales customer satisfaction, ROI realization, and training.
Requirements:
- Must possess excellent verbal and written communications skills, be well organized, and take satisfaction in helping others.
- Hands-on skill with HTML.
- Experience with Regular Expressions and JavaScript preferred.
- Excellent general troubleshooting/diagnostic skills.
- Bachelor's degree or greater required.
- Motivated, committed, quick learner and a self-starter; comfortable working with the dynamic and fast past that is typical for an Internet software startup.
This is a full time position located in our office in downtown Boston, MA. We are minutes away from Park Street MBTA stop, central to all subway and commuter rail lines.
If this sounds like you, then SiteSpect might be your next home. As the company that leads its market space in power and innovation, we guarantee excitement, challenge and an unlimited opportunity to contribute.
Interested candidates should submit resume and cover letter via email to .
No agencies, recruiters or phone calls, please.
Unless otherwise noted, all positions are located in Boston, MA.