Customer Advocate – Technical Support

Conductor is seeking an energetic support guru who thrives on providing support through many different channels of communication – including: email, phone, chat, and forums. The ideal candidate is a self-starter who possesses fantastic troubleshooting skills, is driven to help customers and has the ability to dive deep into a new product to learn it inside and out.

Required Skills:

• Excellent customer service skills – the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
• Excellent organizational, written and oral communication skills – You must be able to convey technical jargon in a wide-array of syntax from beginner level users to highly technical users in our tickets as well as knowledge base articles
• A strong sense of urgency
• Ability to empower end-users to support themselves using our knowledge base
• Ability to evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
• A true problem solver that loves a challenge
• Passion for customer service and technology
• Ability to organize and prioritize responsibilities under pressure

Preferred:

• Bachelor’s degree in Engineering or Computer Science
• Familiarity with HTML, XML, JavaScript, CSS and SQL
• Technical support experience
• Experience in a customer service role
• Experience with Google Analytics, Adobe Analytics, IBM Digital Analytics & Webtrends
• Experience troubleshooting in a SaaS environment