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For your reference, we have included the original job posting below.
Solutions Support Representative
Job Number:
25401333
Company Name:
XATA Corporation
Job Location:
Eden Prairie, MN US
Job Category:
Information Technology
Solutions Support Representative
Solutions Support Representative
Position: Solutions Support Representative Location: Eden Prairie, MN Reports to: Manager, Solutions Support
Overview The Technical Support Representative provides technical support to customers, answering complex questions on the function and usage of XATA’s products via telephone, internet, or online services, and demonstrates expert knowledge of XATA’s products used by customers. This individual may wear a pager in rotation and will respond to customer needs in off hour situations. Responsibilities include * Answers incoming calls, emails, chat sessions from customers, resolving issues immediately or tracking to ensure follow up later if more information is needed * Restoring services after incident detection as soon as possible with the customer * Assists with testing and duplicating unknown software and hardware problems reported from the customer base * Assists other Customer Support Representatives to implement new customers and to make follow up calls regarding customer problems * Takes part in carrying the weekly after-hours (weekend and evenings) pager. This will occur once the individual has proven adequate product knowledge * Owns each contact with the customer, ensuring follow up contacts are made to the customer * Completes special projects and tasks as assigned by Team Lead Qualifications
Required Hard Skills * 2 year technical degree or equivalent experience required; 4 year degree preferred * 2 to 5 years of customer service experience supporting software product base * Previous experience interacting with customers via incoming telephone calls and experience with Level One customer support * Effective telephone skills to ascertain customer concerns, consider alternatives and provide customers guidance to solve their questions or issues * Be able to develop a strong knowledge of XATA’s products and service offering and ability to troubleshoot to resolve customer inquiries
Required Soft Skills * Experience working with customers via telephone with positive, relationship building outcomes * Willingness to interact with customers in a professional, productive manner that enhances customers’ experience with XATA * Strong organizational skills to interact with multiple customers over the course of a day * Ability to work independent of supervision
Key Performance Measures * Customer satisfaction * Ability to interact effectively with customers and solve their problems * Cooperation within department and to other departments within the company If you are a dynamic, successful, driven professional, XATA is the company that will further your experience and career growth. We offer a competitive salary with comprehensive benefits.
As an Equal Opportunity Employer, we are committed to a diverse workforce. Interested applicants should email their cover letter and resume .
