Agiloft is hiring a
Technical Support Representative

Summary

Join our Technical Customer Support team at Agiloft and become a part of our vibrant, successful company that is at the forefront of contract lifecycle management (CLM) software. As a support analyst, you will handle technical customer support by phone, web, and email, work with developers to resolve critical issues, and design and implement software solutions to meet business needs.

Requirements

• 1-2 years of experience in a technical support role
• 4-year college degree or equivalent work experience preferred
• Intelligence, creativity, familiarity with web-based technologies, and the ability to rapidly learn a complex and wide-ranging program
• Experience with database concepts, web-based technologies, and operating systems
• Excellent trouble-shooting and analytical skills, desire to solve problems and make things work
• Good judgment, capacity to independently evaluate situations and identify the optimum course of action
• Excellent written and verbal English communication skills
• Ability to interact politely with the occasional difficult customer
• Ability to manage multiple tasks and set appropriate priorities
• Initiative in seeking ways to contribute to the success of the company that go beyond a narrow definition of job responsibilities

Responsibilities

• Answer and respond to phone, email, and chat inquiries from our customers
• Provide excellent customer service to all customers, partners, and internal stakeholders when interfacing with them
• Assist with software installations
• Follow all ticket SLA and notation departmental guidelines
• Document issues, file and follow up on customer problem tickets
• Work with the Engineering team to resolve customer problems
• Learn our software product inside and out
• Become knowledgeable about products with which we integrate, such as Active Directory, LDAP, Outlook, Word, Excel, and Salesforce

Benefits

• Floating holidays
• Quarterly, no-questions-asked wellness day