Customer Service Representative
Convera is a leading provider of search technologies to commercial enterprises and government agencies.
Through its two offerings, Excalibur , a newly developed Web search solution and RetrievalWare , its enterprise search product, Convera offers unique search technology capable of providing an integrated results page derived from both intranet and Internet content.
Convera's technologies manage vast stores of structured and unstructured information that exist within internal repositories and on the Web by providing highly scalable, fast, accurate and secure search capabilities across text, video, image and audio information, in multiple languages.
More than 900 customers in 40 countries rely on Convera search solutions to power a broad range of mission-critical applications.
We are seeking a Customer Service Representative to work in our Carlsbad, CA office.
The Customer Service Representative (CSR) is responsible for a variety of functions within the operations center including answering incoming phone calls, handling client emails in a timely fashion, software distribution, and licensing.
The ideal candidate shall possess experience utilizing an automated trouble ticket system, ie remedy, pivotal, etc. Candidate will act as support for processing level one IT requests and support issues; prioritizing and escalating cases utilizing proven troubleshooting skills, established criteria and good judgment.
The CSR must be focused on client satisfaction, and provide excellent customer service on all calls and emails.
The CSR also has additional responsibilities delegated by a team lead and/or supervisor.
These responsibilities are tailored to the department and depend upon daily workflow, and often include client monitoring and special projects.
More specifically, will: - Professionally answer incoming calls.
- Effectively respond to escalated emails and status follow-up requests.
- Utilize proprietary software to respond to incoming calls, emails and status escalations.
- Monitor designated client(s) for service issues.
- Consult client guidelines/service level agreements/other documentation prior to escalating orders.
- Know and use the escalation routes for all production issues.
- Consult with higher level IT staff where necessary in resolving complex hardware or software problems.
Requires a High School diploma and a minimum of three years' related experience dealing with complex products and services.
A college education is preferred.
Proficient with MS Office Suite, particularly Outlook, is required.
Knowledge of network protocols and network troubleshooting is also required.
Must possess excellent oral and written communication skills; be professional and courteous to internal and external customers; be a team player who values collaboration and support and has initiative to follow through on given tasks.
Problem solving skills and the ability to handle high call volume is necessary.
The ability to establish and maintain effective working relationships with those contacted during the course of business is a must.
Convera provides a comprehensive compensation and benefits package to its employees including Medical/Dental/Vision/Life insurance, company matching 401(k) plan, stock options, Flexible Spending Accounts, paid sick leave and vacation.
To be considered for this position, please forward your resume to rvento [at] convera [dot] com [dot] Convera is an Equal Opportunity Employer.
www.convera.com
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