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Customer Support

Hopkinton, Massachusetts, 01748, United States
December 06, 2018



Provides front end support via online Chat, Email, and Phone for Partners, Internal and External Customers. Also supports Client's Online Support portal for Partners, Internal and External Customers. Follows process and procedure to ensure excellence in customer service.

Principal Duties And Responsibilities:

- Communicates with customers via Live Chat. Chat customer support technicians assist engaging technical support, providing entitlement details, licensing queries, and online support.

- Create, research, and update service requests.

- Tiered Services enforcement based upon customer's contract level and routes these customers to appropriate service teams.

- Management of Client Online Support issues including locked accounts, password resets, Contact Administration, and other Online Support technical issues. Work through Service Requests, email, and telephone. Troubleshoot issues through to resolution. Interface with applicable partner teams, IT, sales, and other internal groups.

- Implements, escalates procedures in a timely manner to appropriate personnel as directed by Global Support Center Shift leads and management.

- Provides support and exhibits sense of urgency reconciling inconsistencies.

- Performs other duties as required.


- Strong Customer Support skills.

- Customer focused.

- Prioritization of tasks.

- Sense of Urgency.

- Basic computer skills.

- Strong communication skills.

- Ability to work in a team environment.

- Ability to work in a high-pressure environment.

- Organizational skills.

- Able to adapt to change Troubleshooting/Problem solving skills.

- Ability to multi-task Adaptability; easily adapts to change and new processes.

- Positive influence.


High School diploma.


1+ years customer support.