Role
Echo’s User Support Specialist plays the important role of working with clients to ensure a frictionless, consistent, and efficient user experience on the Echo Mobile platform. This involves assisting with training of new clients, troubleshooting with existing clients, and ensuring that all users are maximizing the value received by using the Echo platform. This role will report to the User Support Lead.
Responsibilities
Handle incoming support requests from Echo Mobile clients made via live chat, email, phone, and Skype during business hours.
Help clients with platform navigation issues including basic requests, feedback on platform bugs or general suggestions for improvement
Use Echo Mobile’s customer relationship management system to document all pertinent user identification information, nature of support request and response to request. Escalate requests as needed to other members of the team.
Contribute to Echo Mobile’s help documentation and frequently asked questions database as new questions arise from users.
Follow up with clients upon issue resolution
Train new users on how to use Echo Mobile’s platform
Work with sales team to create use-case demonstrations and promotional materials
Liaise with User Support Lead in building existing knowledge base articles for end users.
Liaise with User Support Lead on unique use case setup requests from clients.
Requirements
The candidate should have the following qualifications:
Bachelor’s Degree in Computer Science or related IT fields
Experience in training and/or customer support is a plus
Strong interpersonal skills, great phone etiquette, excellent writing ability, and a special interest in understanding and improving technical usability
A fundamental understanding of marketing and mobile technology
Exposure to research, monitoring, and evaluation methodologies is very useful.
Strong, proven time management skills to enable management of multiple clients, requests, and and projects simultaneously
An eye for user friendly user interfaces and a passion for web-based technology
Strong work ethic and the ability to learn multiple technology platforms quickly
At least 2 references that can attest to your skills and motivation to succeed
Bonuses (these will set you apart, but are not required)
Prior experience working with a team of engineers / developers
Technical skills such as basic web design, data analysis, fundamentals of software development, etc
Terms & Compensation
Competitive benefits and pay package.
