Burlington, Vermont
Support Representative Job Opening in Burlington, Vermont - Our Company
We manage the online marketing and web visibility for over 15,000 professional firms. Recognized three years in a row as one of America?s Fastest-Growing Private Companies by Inc. Magazine , CPASiteSolutions is the premier online marketing solutions for financial professionals nationwide ? think of us as a next generation ad agency with 15,000+ clients.
Working at CPA Site Solutions
The people at CPA Site Solutions are passionate about their work and are driven by innovation. Each and every day we strive for excellence. Our work environment is equal parts casual and professional. We?re serious about our business and delivering the best service to our members, but we also make it a priority to keep things fun and exciting. Join the CPA Site Solutions team, where innovation is the goal, hard work is expected, and creativity is rewarded.
The Role
The Support Representative is an integral position within the Webmaster Team and serves as a frontline contact for financial services clients subscribing to our software, service, and support.
In this customer-focused, technical role, the Support Representative fosters positive working relationships with our clients by effectively troubleshooting issues and providing accurate and timely resolution to customer requests. As an inbound phone representative for the Webmaster Team, Support Representatives ensure that our clients experience high-quality service and are fully satisfied with their websites and tools during each interaction.
Responsibilities
Ensure that all incoming direct phone calls are answered in a timely manner (within established guidelines), including response time to voice mail messages.
Generate Cases for each customer call and documents the information clearly and concisely within Salesforce.
Ensure that all work requests are handled within established guidelines and demonstrate efficiency and quality that meets client expectations.
Establish and maintain positive working relationships with all clients.
Be proactive with resolving client requests, problem solve, and be diligent in documenting needs and solutions that may require additional internal support.
Serve as client advocate and solicit participation in customer satisfaction surveys.
Encourage client engagement through outreach initiatives designed to promote customer loyalty and increase customer retention.
Utilize systems and tools per standard operating procedures to ensure consistent data which is actionable and measurable.
Modify client websites via website editing software, HTML code and/or CSS code
Modify and manipulate client logos and images via Adobe Photoshop, ensuring we produce only high quality imagery for our clients? websites
Troubleshoot technical issues surrounding our products (i.e., website editing software, Email Marketing system, Secure File Exchange portal, interactive tax organizer, etc.) as well as third party products we recommend to our clients (i.e., Microsoft Outlook mail client, online financial calculators, online payroll and accounting software, online payment collection via PayPal or Bluefin, etc.)
Complete all requests efficiently with a high degree of quality and accuracy ensuring customer satisfaction and engagement as well as a timely turnaround time on all client requests.
Knowledge, Skills and Abilities
Intermediate knowledge of Microsoft Office applications (i.e., Word, Excel, Outlook) and web-based applications and common Internet protocols and conventions (web browsers, email, HTTP, FTP). Basic knowledge of Customer Relationship Management (CRM) database functionality.
Intermediate knowledge of Adobe Photoshop and HTML. Experience with CSS a plus
Experience with Email Marketing systems and secure file transfer systems a plus. Knowledge of DNS records also a plus
Intermediate knowledge of technical troubleshooting support methods (i.e., or other screen sharing products, , , and other products commonly used to support non-technical clients in a very technical field)
Strong ability to manage time effectively and efficiently, follow procedures and adhere to due dates and established turn-around times with minimal supervision.
Excellent attention to detail and appreciation for quality and the implications to
Customer Service experience required. A minimum of 1-year, preferably within a technology setting.
Graphic design or web development degree, or 1yr. related work experience.
Must be available to work any shift during our hours of operation, Monday-Friday 8:00 AM ? 8:00 PM EST.
Location
This role is office-based in our new office building in Colchester, VT headquarters (not available for tele-commuting).
Benefits include:
Excellent compensation and benefits package
Generous vacation and paid holidays
Medical, dental, life, and vision plans
401(k) plan
Casual dress and frequent team building events
Interested in applying? We want to hear from you!
Job Type: Full-time
Required education:
Associate
Required experience:
Graphic Design: 1 year
Customer Service: 2 years
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