Technical support representative for PDF software - oDesk

We're seeking a CSR (Customer Support Representative) to assist us with providing Level 2 technical support for our PDF software.



The job involves:



- corresponding via email customers to resolve their support queries

- monitoring and answering support questions on our forums

- providing live-chat support for customers

- liaising with other team members to resolve 3rd level technical support



The successful candidate must have:



- strong English written and verbal skills

- strong understanding of good email etiquette

- strong experience dealing with technical support for computer software

- reliable availability in the selected time zone (United States West Coast 10:00 to 18:30 local (15:00 GMT to 23:30 GMT)

- ability to work as part of a global team

- use oDesk timer to get paid. Manual time will not be permitted

- Zendesk or FogBugz experience



The Level 2 support role entails diagnosis of problems to the point of resolution within defined SLA targets based on problem severity and impact. Escalation to Level 3 support (manager / development team) should be kept to a minimum. Only people confident in their ability to meet this requirement should apply.



Starting On: September 3, 2012

Ending On:

Posted On: September 03, 2012 09:44 UTC

ID: 201594421

Category: Customer Service > Technical Support

Skills: pdf,adobe-acrobat,english,email-handling,live-chat,csr,zendesk

Country: Australia

Hours Billed: 7,578.83



click to apply



via All Customer Service jobs | oDesk.com https://www.odesk.com/jobs/Technical-support-representative-for-PDF-software_%7E%7E1a216ab62ebdb65c?source=rss