Technical Support Representative, Client Services

We are looking for a goal oriented, highly organized, self-starter who works well independently or in a team environment. You should be able to problem solve on your feet, be able to gather technical information from nontechnical people, communicate resolution to non-technical people in a timely manner, and have excellent follow-through and follow-up skills. This position reports to the Technical Support Manager.

Responsibilities:

• Act as an escalation point for all inbound cases from Customer Care


• Prioritize cases by impact and work with the team to manage a queue of inbound cases


• Manage walk-up traffic and assist sales, marketing, and engineering as needed with high priority customer-impacting issues


• Monitor a set of customer accounts for breaks in activity and provide proactive outreach to troubleshoot data issues


• Effectively follow-up on open issues with customers and communicate resolution

Qualifications:

• 1-2 years prior experience in a technical support role


• Proficient with basic networking, email and sms deliverability, HTML for email and web, and basic database design


• Proficient in Microsoft Office Suite and Window’s operating systems


• Working knowledge of data files including DAT, XML, CSV


• Prior experience working at a technology company or start-up environment


• Previous experience with Salesforce CRM and LogMeIn

The Company: 

Founded in 2003, Demandforce provides the leading consumer demand creation solution for small business. Our software-as-a-service application is used by thousands of our customers to grow, keep clients coming back, and manage operations more effectively. We help small business thrive in the Internet economy. 

Our product, D3, transforms our customer's client base into a valuable social network, making the connections that drive growth, activity, loyalty and business value. D3 delivers unparalleled results, including guaranteed revenue generation, improved customer activity, satisfaction, and retention, and new customer recruitment. We integrate with the customer's existing workflow and IT systems, making D3 operate with near zero administrative overhead. Currently serving dental practices, automotive shops, doctors and health & beauty providers, Demandforce is building a network in which every service business is connected to any consumer via a single click. 

The company has achieved 22 quarters of over 80% year-over-year quarterly growth and is led by a management team with over a decade of experience developing and delivering web-based applications that drive real, tangible business value.