Engineer / Sr. Engineer – Web Development
Team: Small Business Customer Service
Position Summary:
The representative is responsible for providing world class service to Small Business Customers by resolving customer inquiries through multiple contact channels, including phone and e-mail. The successful representative will address and resolve customer enquiries to ensure first contact resolution. Additionally, the representative is responsible for making every customer interaction count through a relationship building consultative servicing approach that involves identifying opportunities to make every customer successful. Making every customer successful involves successfully providing sales through service by recommending products and services that are best suited for the customer.
Primary Responsibilities:
· Provide world class service to all small business customers in a customer centric environment
· Successfully resolve complex customer e-mail and telephone inquiries through the use of multiple customer support tools.
· Assisting customers with inquiries while providing consultative support and recommendations
· Document in detail all interactions with customers
· Effectively articulate complex information to a variety of technical and non technical customers
· Educate customers on products. Help customers to be successful.
· Identify and evaluate opportunities to increase customer retention and satisfaction through the use of up/cross selling products and services.
· Successfully performs against department scorecard metrics including
Qualifications and Skills:
· World-class customer service focus and interpersonal skills
· Previous success in call center service, or internet company
· Proven ability to communicate complex technical problems in “customer friendly” language
· Proven ability to work in a high paced, nimble, and fluid work environment.
· Demonstrated superiority troubleshooting skills, ability to think outside of the box and find creative ways to solve customer problems.
· Knowledge of DNS and Web Hosting
· Intermediate knowledge of Perl, CGI, HTML, Java, and e-commerce
· Solid decision making skills
· Must demonstrate effective oral and written communication skills and the ability to work cooperatively with internal and external business partners
· Proven ability to work independently in a fast-paced environment.
· Intermediate knowledge of Microsoft Office suite, including Excel
· Well organized with the ability to multi-task and prioritize workload
· Schedule flexibility
Preferred Qualifications
· Knowledge of Yahoo! small business products a plus
· Previous experience in a B2B support model
How to Apply
If you can prepare a bit on few of these - Perl, CGI, HTML, Java, and e-commerce it will be a plus.
forward your profiles to :
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