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Job description

Global Support Representatives provide an exceptional customer experience while answering complex technical support questions from Nulogy’s customers across the globe. This position will focus on providing services during EMEA time zones. You will be an expert on all of Nulogy's services, able to assist with the most challenging inquiries. Global Support Representatives act as product experts, empowering customers with product knowledge and guiding them to self-sufficiency through education and resources. If you’re passionate about helping people and want to work in a challenging, fast paced environment you may be our next Global Support Representative!

Responsibilities

• Support our customers by email and phone with their inquiries on a day to day basis.
• Manage customer expectations appropriately and always follow up on promises and time commitments.
• Accurately log all customer communications in our support ticket tracking tool.
• Understand customer business processes and software system processes and their relationships.
• Complete regular tasks for customers such as report creation.
• Ensure reported defects are thoroughly tested, replicated and documented.
• Work closely with our development support team to ensure incidents are resolved timely and within SLA’s.
• Update internal and customer facing knowledge base with new support articles, videos and training material.
• Able to occasionally travel and visit our customers.

Skills and Qualifications

Essential Skills

• Understands the concept of providing an excellent customer experience.
• Be eager to build a strong rapport with our customers and their employees.
• Written and verbal communication skills.
• Ability to solve problems creatively, and systematically.
• Demonstrate great attention to detail, and be an organized thinker.
• Strong technical, software, internet experience.
• Available for rotational on-call After Hours Support.
• 3 or more years of customer and technical service experience.

Desirable Skills

• Knowledge of relational databases, SQL, Microsoft Excel. Experience in supply chain, EDI, logistics, manufacturing or packaging. Multilingual (Spanish, French, Mandarin).
• Can exercise the Three T’s (Thinking, Talking, Typing).