Customer Support Representative (CSR) Position Description - Respond to customer inquiries relating to using BBO software via phone, IM, and email.
- Proactively build a reference library of useful resources for our customers
Qualifications Bridge Base Online takes the quality of its customer interaction very seriously. We require our CSRs to meet the following standards - Must know how to play bridge
- Must have general Microsoft Windows proficiency and be able to diagnose and solve configuration issues
- Must be able to diagnose and solve possible connectivity issues. This includes familiarity with personal firewalls applications such as Norton, Mcafee, ZoneAlarm,Windows Firewall.
- Familiar with all aspects of BBO client and forums software
- Nearly fluent in spoken and written English
- Capable of producing content that will be viewed by our community
- Have a reliable Internet connection suitable for VOIP.
In addition a CSR is expected to be - Extremely courteous and polite to customers
- A proactive problem solver
- A team player willing to receive active management and work well with colleagues
- Reliable
Duties A Customer Support Representative will be expected to work an eight hour shift (seven hours plus one hour for lunch.) During the shift the CSR will be expected to - Be logged into BBO and be available to customers to chat about software questions. The CSR will answer any incoming chat requests from customers.
- Respond to support emails via RT issue tracking system. Training will be provided for effective use of the RT system.
- Create FAQ documents that will be posted to the support website
- Create screencasts to help customers understand the use of BBO software
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