This is an technical support position that provides quality and responsive post-implementation technical support to BorgSolutions customers for the Astral Platform.

Responsiblities:

• Take ownership of cases from web, phone and drive resolutions.
• Provide professional, courteous and prompt technical support for the Astral Platform, liaising with other departments to provide two way communication on customer issues. This includes basic problem prioritization, analysis and resolution of issues where answers can be easily obtained. The result must be a high level of customer satisfaction.
• Work with the Escalation Management and Engineering Teams effectively on more complex technical issues, in order to provide regular updates and a timely resolution to the customer.
• Actively track and manage client interactions by logging all customer contacts in the BorgSolutions case tracking system “Remedy.”
• Where appropriate outline the key steps to resolution of a problem and communicate to the customer via frequent and regular status updates in line with the Customer Service “Rules of Engagement.”
• Acquire and maintain knowledge relevant to the job including Astral product offerings, current support policies and procedures and methods of support delivery, in order to provide technically accurate solutions to customers.

Requirements:

• BA/BS degree.
• At least 1 year experience in a client facing technical customer support (help desk, call center) environment, preferably supporting Internet based products.
• Working knowledge of current web technologies.
• Excellent documentation skills for capturing requirements, issues or proposed solutions.
• Must be process and detail orientated with the ability to multi-task.