Customer Support Representative (Remote)

About the job

JoVE (www.jove.com) is a USA based company producing video solutions with the mission to advance scientific research and education. Our institutional clients comprise over 1,000 universities, colleges, and biopharma companies, including such leaders like Harvard, MIT, Yale, and Stanford. As a rapidly growing company, with offices in the USA, UK, Australia, and India servicing clients in over 60 countries, we are seeking talented individuals to join our company.

We are seeking an experienced Customer Support Engineer to be on the front lines by answering questions and troubleshooting technical problems. You will assist customers with JoVE’s products and also guide clients through any technical issue they might encounter. If you are an energetic self-starter problem solver with a basic technical background and excellent communication skills, we want to talk to you. The Support Team here at JoVE is providing support not only to external customers but also to internal JoVE employees on a 24×7 basis.

What will you do:

● Manage large amounts of incoming tickets.

● Provide support to answer inquiries on products.

● Accept and handle technical requests.

● Triage tickets to the correct L2 teams.

● Follow communication procedures, guidelines and policies.

● Provide accurate, valid and complete information by using the right methods/tools.

● Build sustainable relationships and trust with customers through open communication.

● Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

● Keep records of customer interactions, process customer accounts and file documents.

● Take the extra mile to engage customers.

● Performs other specific duties or assignments as directed by Team Manager.

Skills And Qualifications:

● Excellent communication and interpersonal skills, verbal and written, are required to effectively and accurately communicate in English.

● Ability to communicate with both technical and non-technical personnel in a clear and easy fashion.

● Basic understanding of KPIs and Metrics.

● Attention to detail is key to this position.

● Must be able to accommodate flexible work schedules based on business needs.

● Must have technical/diagnostic ability along with analytical ability to diagnose problems above basics, and basic mechanical skills.

● Basic understanding of frameworks such as Agile, ITIL, COBIT.

● Proficient with ticketing tools (Zendesk, Jira, Salesforce).

● Able to use Confluence to maintain a Support knowledge base (documentation skills)

● Moderate skills with Salesforce (ability to search records for details and occasional basic editing)

● Basic skills with HubSpot

● Solid understanding of web page construction (HTML, CSS, JavaScript)

● Know how to execute standard debugging for website issues

● Understand how to use a web browser console log in the debugging process

● Decent understanding of computer networks

● Knowing HTTPS vs HTTP

● What is a Public IP addresses

● What is a Domain Name

● Understanding what a Firewall does

● What does a Proxy Server do

● Understanding of the basics of SSO

● Familiarity with XML and JSON can be very helpful in some cases

● Computer Science related degree or equivalent experience.

Why Join JoVE?

● A competitive compensation package including unlimited commissions on your sales

● You will make a direct impact in accelerating science research and education.

● Opportunity to work with global teams and in an environment that promotes innovation and collaboration.

● Our strong promotion from within culture draws a clear path to advance your career with us