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For your reference, we have included the original job posting below.
Technical Support Representative
Job Number:
25772555
Company Name:
MarketTools, Inc.
Job Location:
IN
Job Category:
Information Technology
Technical Support Representative
Technical Support Representative Location: India Job Code: 1320 # of openings: 1
Description
Position: Technical Support Representative Location: India
Innovation. Quality. Growth. MarketTools leads the market in the design and delivery of next generation innovations in on-demand market research services and methodology, technology, and consumer reach. We do it with teams of the most talented marketing researchers, panel and communities mangers, software engineers and technologists, and support staff. We help our customers invent what’s next, improve new product success rates, speed time to market, and get closer to their customers then ever before. And we’re very good at it - achieving three times the industry growth rate for the last 10 years.
MarketTools is based in San Francisco, with offices around the world. Privately-held, rapidly growing and highly successful, we offer an exciting work environment, excellent compensation and benefits. MarketTools is changing the face of Marketing Research with great people, great research, great consumer reach, and great technology. Learn more at . Your opportunity... MarketTools, a leader in technology-enabled market research and on-demand market intelligence, is looking for an experienced technical support representative to provide superior internal and external customer support for products offered by MarketTools which includes Survey Manager, Panel Manager, Zoomerang and TrueSample. Responsibilities: Manage and respond to technical issues Respond to technical inquiries, assessing underlying issues and determining correct response in a timely manner Provide Tier 2 technical support for both internal and external customer issues Escalate issues to the appropriate team Development, Product Management Manage follow up and action items resulting from technical issues Own and improve individual Customer Satisfaction Rating with technical issues Work with Development and Product Management to manage outstanding product defects through to resolution Test, confirm and document technical issues through to resolution Provide input into the prioritization of bug fixes and technical enhancements Research and document workarounds for technical issues Participate in Customer Acceptance testing for new product releases Provide regular communication on status of unresolved issues to both internal and external customers Participate in testing and rollout of supporting technologies Participate in testing of regular upgrades for supporting technologies such as Right Now, Salesforce and Administrative tools o Make suggestions to streamline both internal and external user experience with supporting technologies Qualifications:
Strong commitment to excellent customer service! 5 years of customer service call center experience with direct experience helping external customers. 2-3 years experience managing technical issues and escalation through to resolution Excellent interpersonal and client interaction skills with strong attention to detail and accuracy. Must possess good writing skills and calm/professional telephone presence Web and e-commerce knowledge required Experience troubleshooting firewall and network, email and proxy related issues Knowledge of HTML desired – JavaScript experience a plus Ability to multi-task, comfortable working in a fast paced environment and committed to meeting deadlines Excellent problem solving skills Knowledge of Microsoft Office Suite BA/BS desired Great attitude, energy and enthusiasm are critical
