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Associate Customer Support Representative

Join a growing team of Brainshark Customer Support Representatives, located at the corporate headquarters, who assist customers in their use of Brainshark products to meet business communication objectives. An Associate Customer Support Representative provides world-class support and service to Brainshark customers via email (60%), chat (20%) and telephone (20%) while working in a relaxed, open and collaborative environment.

Duties and Responsibilities:

After you complete a comprehensive, hands-on training program, you will become knowledgeable in the Brainshark suite of products and will be able to:

  • Provide product support for the Brainshark application suite by answering questions from internal and external customers
  • Document, reproduce and find creative solutions for customer reported issues
  • Develop a high degree of proficiency in the Brainshark application suite and maintain that proficiency through continuous learning
  • Deliver feedback to customers regarding their use of Brainshark products while focusing on best practices
  • Deliver live online webinar trainings to small groups of customers
  • Partner with other Brainshark departments such as Sales, Product Management and Professional Services to meet customer needs and goals

Qualifications:

  • A 4-year college degree (or 2+ years relevant work experience) is preferred
  • Meaningful work or internship experience in a customer-facing position
  • Working knowledge of Microsoft and Apple applications, common web browsers and mobile devices
  • General knowledge of Software as a Service (SaaS) applications, and network communications
  • Exceptional verbal and written communications skills
  • Strong organization and time-management skills
  • Thorough software application troubleshooting skills
  • A motivated, energetic and proactive approach in meeting customer needs, company goals and personal career goals
  • Ability to work collaboratively and effectively as part of a dynamic team
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