Job Title

Customer Service & Support Level 1

Job Functions

Customer Service

Level 1 Technical Support

Description

L1 Support takes incoming support requests from clients, peers and supervisors, verifies they are problems, documents the steps to reproduce them, forwards them to the appropriate party for resolution, and then communicates back to the requestor the resolution.

L1 Support also performs daily routine repetitive maintenance to client software and websites. This includes running processes for websites in custom software and updating websites in NetAspects software. This work is interspersed with the incoming requests for support.

In this role you will do the following specific functions

• Identify steps to reproduce client reported problems to present to engineering staff. You'll learn, over time, how to resolve many of these issues yourself.
• Present problems to Engineering staff and work with to solve problems. Follow up with engineering staff to ensure timely completion.
• Communicate changes/fixes to clients regarding reported issues.
• Assist in the setup of new accounts.
• Perform site maintenance to customer installations of NetAspects software.
• Perform repetitive update tasks on customer software installations.
• Record activities in internal support database.
• Cover customer service phones to provide breaks for staff/cover multiple calls.
• Test updates/changes to software prior to release.
• Perform Document Management functions for client agreements.
• Communicate problems to 3rd party vendors.

Task Breakdown

• Phones, Telephone customer support - 60%
• New Account Setup, Data entry - 20%
• General office Duties - 10%
• Other office tasks, as assigned - 10%

Requirements

Strong Computer skills. You must know how to use common office applications as well as the internet to effectively execute the job duties.

Strong interpersonal skills. You must be able to work with people, customers, suppliers, 3rd parties, co-workers, etc.

Multi-Tasking. You must be able to juggle multiple tasks at once as you return and wait for return calls, deal with incoming calls, and work through assigned tasks.

Willingness to learn. We don't expect you to know our software or our work processes, but we do expect you to learn our software and processes and apply them to the job at hand in a relatively short timeframe.

About NetAspects

NetAspects is a growing software company located in Fairfield, California. NetAspects provides software and internet solutions to a variety of industries including retail, e-commerce and Real Estate throughout the United States.