Job description

Title : Customer Application Support/Training Associate

Duration : FULLTIME

Client Address : Farmers Branch, TX, United States, Texas

Salary : $75k to 80K Per Annum + Benefits + 10% Yearly Bonus

Onsite, Monday through Friday

Summary:

Aeroxchange Ltd. is currently seeking a Customer Support Associateto support website applications and facilitate activities related to product training.

The Customer Support Associate will work directly with customers and internal staff to support multiple website applications. Additionally, the individual will assist with administrative tasks regarding user account setup and management, as well as applications training. The candidate must possess excellent problem solving, organizational, verbal, and written communication skills, as well as being self-motivated. Must be able to perform as a team member and communicate effectively with management at all levels, technical personnel and customers.

Job Responsibilities:

• Provide website application support including site navigation, technical issues, etc. via phone and/or email
• Log and track all incidents and provide summary reports
• Take ownership of the incidents and follow the published incident response process
• Provide initial response, status update, and closure to all incidents
• Facilitate/coordinate customer meetings to collect data for incident resolution
• Be able to handle production support issues with interaction between external users and internal development team
• Assist end-users with application usage related issues
• Support the website User/Company registrations and approval process
• Build knowledge base from the past incidents and support simple website updates
• Provide 24x7 support on alternate weeks and share on-call responsibilities with other team members
• Identify the changes required to improve the overall efficiency of the incident response team
• Coordinate all activities related to training for products offered by Aeroxchange.
• Work with Product Management to generate the content (scripts, video and user guides as applicable) for training.
• Coordinate the training activities (by phone, email and web conference) with customers and provide training via web conference or on-site as applicable.
• Maintain activity log of all actions using the internal tracking tools.

Requirements

Education and Experience:

• B.S. Degree or Associate Degree.
• 2 yrs of website support experience (Level 1 and Level 2) with full incident resolution process
• 2 yrs experience in phone based customer service for web-based applications
• Strong interpersonal and communication skills, written and verbal
• Ability to work with internal developers, and external vendors to resolve technical issues
• Skills in analyzing, interpreting, and addressing customer needs
• Skill in planning, organizing, and managing time across multiple tasks to work effectively in high priority situations
• Ability to understand complex application features
• Knowledge of technical and IT system concepts
• 3 - 5 years of work experience in process oriented environment with direct customer interaction in training.

Abilities and Skills:

• Analytical skills to identify the scope with clarity from the information available.
• Excellent verbal and written communication skills.
• Ability to prioritize the tasks based on the guidelines set by management.
• Willingness to own the work and strive for continuous improvement of process/productivity with proactive follow-up.
• Any exposure to the supply chain process involving EDI is considered as added skill.

Thanks and Regards,

Narendra Datta | Assosciate Manager-TAG | Kairos Technologies.

Job Type: Full-time

Pay: $75,000.00 - $80,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift

Supplemental pay types:

• Bonus pay

Ability to commute/relocate:

• Farmers Branch, TX 75234: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 3 years (Required)
• Product Training: 3 years (Required)
• Customer Training: 1 year (Required)

Work Location: In person

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