•Provide first-level contact and live problem resolution for customers.
•Resolve user-reported problems using available tools, following policies and procedures for handling technical support.
•Provide accurate and timely logging of problems and resolution for problems in the database.
•Maintain communications with customers during the problem resolution process.
•Extensively document customer software and technical issues in the internal knowledgebase.
•Participate in after hours on call and weekend shift rotation as required.
•Able to demonstrate superior customer service skills.
•Ability to communicate clearly and accurately, and explain technical problems and solutions to potentially non-technical users.
•Written and verbal communication skills.
•Empathy and composure.
•Able to clearly document technical processes.
•Able to ask directed and logical questions to determine problem causation, and follow documented processes to a successful resolution.
•Must be able to remain in stationary position 60% of time.
•The person in this position needs to occasionally move about the inside of the office to access cabinets, office machinery, etc.
Constantly operates a computer and other office productivity machinery; such as printer and copier.
•Must be able to repetitively type on a computer keyboard during a work shift of 8 hours. The person in this position frequently communicates with fellow co-workers and customers about the MindTouch product and its processes.
•Must be able to exchange accurate information in these situations.