User Support Specialist Job at Echo Mobile

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.