What are the responsibilities and job description for the Tech Support Agent position at Forsta?
Forsta is the new brand for the newly merged business of FocusVision and Confirmit and is a full-spectrum, Customer Experience and Research Technology solutions provider. Our technology allows our clients to gather, analyze and share insights for Voice of the Customer Programs that drive tangible business results.
JOB DESCRIPTION: The Technical Support Specialist will provide technical support and guidance to our FocusVision software customers via email and phone using our FocusVision Technical Support. They would be responsible for troubleshooting programming errors and resolving user errors in a professional and timely manner. Also, escalate complex problems to higher level of expertise within the organization when needed. As part of the team, your priority would be the customers and ensuring they have the best experience with our Market Research platform.
JOB DUTIES:
- Ensure that all customer tickets are handled in a professional, courteous, and respectful manner
- Follows the direction, guidance, processes, and policies as defined by the Helpdesk Manager / Team Lead
- Interacting and communicating with clients via phone, email
- Providing guidance, assistance, and follow-up on client inquiries
- Able to work independently with minimal supervision while maintaining high level, quality customer response
- Empower end-users to support themselves using our knowledge base
- Properly escalating tickets when warranted
- Continually expanding knowledge on FocusVision Software Platform and acquiring new skills pertaining to Helpdesk services
- Reviewing tickets and creating support content for FocusVision Software Knowledge Base, How-to’s and FAQ
REQUIRED SKILLS AND ABILITIES:
- BA/BS, Information Systems, Computer Science, Information Technologies, or equivilant experience
- Strong verbal and written communication skills
- Strong customer-orientation, ability to provide technical consulting to non-technical users
- Must have a positive can-do attitude that is goal oriented and team focused
- Ability to present solutions using the FocusVision software platform that meet our customer’s needs
PREFERRED EXPERIENCE:
- Experience on the FocusVision Software platform is a plus
- Decipher Certification is a plus
- Knowledge of Python Programming is a plus
- Knowledge of HTML/XML/CSS/JavaScript/jQuery is a plus
- Knowledge of UNIX is a plus
ABOUT YOU:
- Interest in learning everything there is to know about market research
- Contagious enthusiasm for Decipher
- Ability to build strong, lasting relationships with customers/stakeholders inside an organization
- Excellent customer service skills - the ability to be empathetic, accurate, responsive and resourceful
- Positive attitude
- Superb communicator who empathizes with the audience
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