Customer Support Specialist
As a member of the Fellowship Technologies Support Services team you will be responsible for responding to our clients’ questions and/or issues. This small dynamic team, in multiple shifts, is responsible for product support 16 hours a day 7 days a week. You will answer customer calls, assist clients in isolating problems, and walk-through corrective steps with client. You will also be responsible for expanding the Knowledge Base by documenting problems and resolutions such that other clients may be able to self-diagnose their own problems in the future. Successful candidates will learn how to effectively handle many calls, process them efficiently, and help build a world-class Client Services organization.
Required Skills/Experience:
- BA/BS Degree
- 2-4 years experience in technical support organization
- Exemplary written and verbal communication skills
- Self motivated and committed to excellence
- Ability to multi-task and perform effectively under pressure
- Demonstrated, strong interpersonal skills
- Strong desire to work closely with both customers and internal employees
- Refined troubleshooting, analysis and problem solving skills
- Experience reproducing customer reported behaviors, creating corresponding test cases and appropriate workarounds when appropriate
- Solid understanding of Internet technologies
- Familiar with CRM industry and ASP models
- Eager to work within a strong Christian atmosphere
Desired Skills/Experience:
- Experience with web-based applications
- Experience HTML, XML, and SQL
- Experience using network troubleshooting tools such as ping, traceroute and nslookup
- Experience with TCP/IP, HTTP, HTTPS, FTP, DNS, SMTP
- Knowledge and experience working with LAN/WAN infrastructure technologies, Web Hosting, LAN/WAN, T1
- Experience supporting large scale TCP/IP/LAN/WAN environment
- Solid understanding of routers, firewalls, web servers, web proxy servers