Customer Support Entry Level -

Date Posted: Sun Jan 4 21:14:08 2009
Location: Tampa

Who we are:
eBridge Solutions, headquartered in Tampa, FL is looking for a Customer Support professional to provide support and training to its end users. We are a 6 year old, steadily growing web based document imaging company looking for a person to serve as the primary point of contact between our customers and internal staff, delivering the highest level of customer service. We offer a challenging and rewarding working environment and opportunity to grow with the company.
What you will be doing:
• First level telephone support for customers, assessing and routing issues based on nature and severity.
• Answer customer calls in a timely manner and in line with Tech Support Center guidelines
- Update tickets according to Tech Support Center guidelines.
- Strictly adhere to all documented procedures to ensure a timely resolution and the highest level of customer service.
• Responsible for continuous coverage of incoming lines.
• Review Support Reports regularly to assure that issues are being processed properly and in a timely manner.
• Work with Training to review and schedule training requests.
• Training of new and existing customers.
• Resolve as many user-reported problems as expertise permits using available tools for the handling of support cases.
- Cheat Sheets
- Policies and Procedures
- Customer Solution Database
• Maintain communications with customers during the problem resolution process.
• Document each customer incident in tracking system in a clear, concise, and understandable format.
• Take responsibility for becoming fully trained on all eBridge applications.
What you need to apply:
• Prior Help Desk Support experience preferred (0-2 years).
• Strong problem solving, analysis and troubleshooting abilities.
• Ability to follow-up and resolve customer issues in timely and professional manner.
• Excellent customer service and interpersonal communication skills.
• Ability to multi-task.
• Team oriented
• Strong computer skills.
• Able to identify when it is appropriate to escalate issues or seek assistance in accomplishing critical goals and tasks.
• Patience and experience in working with non-technical users.
• Self motivated and detail oriented.
• Experience with Microsoft Office applications, including Word, Excel, and Outlook.
• Experience working on multiple MS Operating systems, including
NT/2000/XP/Vista required.
• Must pass background and credit check.
You must live in the Tampa, FL area in order to be considered for this position.

Contact: supportjobs@ebridge-solutions.com
Src: craigslist