Customer Support Representative II

Responsibilities

• Provide first-level customer support for assigned customers, primarily through the Gracenote CRM / ticketing system.
• Responsible for setting deadlines and coordinating the completion of standard change requests and Discrepancy resolution for customer-submitted tickets, within SLA guidelines.
• Respond, evaluate, troubleshoot and prioritize incoming product-related issues and effectively escalate to various technical support staff when needed. Coordinate with multiple internal departments to resolve customer-related issues or requests.
• Entitle customers to newly licensed products.
• Provide customers with timely, clear, and concise status and information related to sales requests, change requests and Discrepancies including resolution, access, and other key details.
• Evaluate incoming product-related issues and escalate to account manager when needed.
• Adhere to and reinforce the practice of documenting all customer activity in the Gracenote CRM (currently Zendesk).
• Develop a strong understanding of the business to relate problems to business impacts. Understand when to place a sense of urgency and when to escalate critical problems.
• Provision access to standard samples to customers during the pre-sales process.
• Maintain an accurate customer contact list, and customer delivery profiles, including API keys and FTP server logins.Monitor and modify customer delivery profiles as required.
• Issue billing for all change requests requiring billing adjustments.
• Disable product access and keep CRM records current for customer cancellations
• Provide on-call support ( Rotational coverage required 24/7) for customers escalating urgent issues or requests.
• Participate in customer calls as required.
• Notify the Customer Success Manager and your manager of customer escalations related to service or quality
• Associates or Bachelor’s degree in a technical discipline or 1 - 3 years experience in a customer facing role.
• Must possess strong customer service skills, emotional intelligence and excellent interpersonal and communication skills, both verbal and written.