Technical Support - Subject Matter Expert

Company Name:
iCIMS - Inhouse
As a member of the Customer Success Department, Subject Matter Experts work directly with iCIMS customers to ensure overall customer satisfaction. This position is the primary point-of-contact between ICIMS and its customers.
This role will require the individual to provide proactive communications, assistance, and troubleshooting as it relates to the services from the iCIMS software solutions.
Candidates should have a strong grasp of the fundamentals of application service provider systems and the ability to quickly learn and master systems to effectively communicate to customers the best and most efficient methods of utilizing iCIMS products.
Candidates should also possess outstanding interpersonal skills and the ability to effectively manage multiple tasks.
Handle incoming client calls serving as first-level help desk support.
Handle incoming service and troubleshooting requests from clients and ticket all communications in our customer service ticketing software.
Create & Maintain positive, friendly relationships with client contacts.
Organize User-Tips and Identify Areas for System Improvement.
Provide prompt follow-up on any commitments made to clients.
Primary focus is through tickets & call volume/completion.
Travel is not required.
Experience with Microsoft Windows operating systems.
Strong knowledge of Microsoft Internet Explorer and related web-based technologies.
Prior customer care experience.
Ability to perform several tasks simultaneously (talk, use reference materials, type, listen and anticipate customer's requirements and respond appropriately).
Date: 2014-08-07
Country: US
State: NJ
City: Matawan
Postal Code: 07747
Category: Customer Success

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