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Junior Customer Support Agent

Junior Customer Support Agent
Posted
Mar 18

EFI is looking for a Junior Customer Support Agent to join our Productivity Software. This is a Tier 1 support role and it is remote. You can be located anywhere in Europe as long as you can work independently, with discipline and organize well the customers' requests.

The Customer Support Team is the face of Productivity Software; the first responders for application support for our valued customers across the world.  As a Support Analyst your key responsibility is delivering an exceptional, proactive customer experience, with a personal approach; maintaining and enhanc...Read more

EFI is looking for a Junior Customer Support Agent to join our Productivity Software. This is a Tier 1 support role and it is remote. You can be located anywhere in Europe as long as you can work independently, with discipline and organize well the customers' requests.

The Customer Support Team is the face of Productivity Software; the first responders for application support for our valued customers across the world.  As a Support Analyst your key responsibility is delivering an exceptional, proactive customer experience, with a personal approach; maintaining and enhancing the relationship between the Customer Support Team and EFI’s clients and managing the flow of support issues throughout the support team.

 

Primary responsibilities

  • Answer emails, monitoring the support queue in SalesForce, populating case details, and confirming accuracy of data
  • Review support cases logged via the customer portal; replicating issues raised, populating any missing detail, and confirming accuracy of data
  • Review case priority; maintain strict adherence to priority-based SLA requirements
  • Make case routing decision for cases regarding ownership  
  • Provide support to customers via Salesforce, email and telephone following documented trouble-shooting instructions 
  • Escalate to the development team for resolution as required
  • Close cases, capturing all relevant resolution details accurately
  • Follow up with clients that have not provided responses to outstanding questions from the support teams
  • Provide notification to clients when new related software has been released, including direct notification to clients that have resolved issues within the release, in conjunction with EFI’s marketing team
  • Maintain active client contact records within our support systems
  • Provide regular updates to clients in order to maintain an ongoing relationship, providing statistical and progress information, and generating and sending Outreach Reports.
  • ​Create and maintain KCS articles
  • Contribute to the EFI Customer Success program.
  • Other support tasks as determined by the EPS Customer Success Lead

 

Education and experience requirements

  • Post-secondary qualification with 2-3 years of experience in at least one of the following disciplines:
    • IT sys admin or helpdesk
    • ERP/MIS administration
    • Pressroom experience
    • Order management, procurement, production scheduling or business process management
  • Customer service experience

 

Relevant skills & knowledge

  • Print Indiustry experience is highly desirable, particularly in the roles of Estimator, Order Manager, Production Scheduler or Shop Floor supervision/leading hand
  • Confidence in talking direct to client contacts at all levels
  • Excellent organizational and interpersonal skills
  • Understanding of databases especially MSSQL
  • Willingness to learn
  • A self starter - ability to work with minimal guidance in a fast paced environment
  • General computing skills, including email and internet based navigation
  • Must be fluent (verbal and written) in English, with additional languages considered highly preferable, particularly German or French
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