This tier one role on the General Support team answers incoming calls related to routine inquiries of a technical or functional nature. Supports both platform and product issues related to our proprietary software applications. Handles issues that may require follow-up and/ or escalation to a higher level of expertise. Support is provided to external clients. Requires general knowledge of company, products, and services. May assess needs and suggest/ promote/ sell alternative or additional products or services. Ability to work a flexible schedule.

TYPCAL DELIVERABLES
* Provide accurate, efficient resolutions to routine customer service and support issues.
* Deliver a Wow customer experience as measured through key metrics and customer feedback.
* Accurately document call details within our Case Management system.
* Identify sales opportunities for upgrades or cross-sells.
Qualifications: KNOWLEDGE/ BACKGROUND EXPERIENCE
* Bachelors degree, preferably a technical or business concentration, or equivalent work experience. REQUIRED
* One plus years of demonstrated customer service experience. REQUIRED
* Basic understanding of small business concepts and processes
* Knowledge of Web applications is required.

TEAM/ LEADERSHIP SKILLS
* Ability to work both independently and as a team, depending on the situation
Flexible team player attitude
* Promote/ foster a positive work environment
* Positive, flexible approach to change
* Support strategic direction of business

TECHNICAL/ FUNCTIONAL SKILLS
* Excellent oral and written communication skills
* Exhibit a high level of knowledge in the relevant computer operating system(s) and software environment
* Demonstrated problem solving skills and troubleshooting skills
* Ability to multi-task