The Product Support Analyst will develop a thorough knowledge of Zenwork Suite of products related issues through in-house training and continued education from senior US team members, Trainers, and other Zenwork staff.
Will have knowledge of direct and indirect US taxes.
Good subject knowledge on Product Analysis and Support.
Assist clients with support problems via web-based interactive software, Chat, and email.
Assist other support staff with support requests as needed.
Document all client support requests and Research answers to escalated chat and email.
Must be flexible to work in night shifts.
Must demonstrate excellent interpersonal skills and maintain a professional level of interaction with clients at all times. Ability to listen to customers while looking up a solution on the internal knowledge base.
Ability to handle multiple chats and email support requests.
Ability to learn new software applications quickly and efficiently.
Ability to function independently with minimal oversight and direction and work as a team member. Excellent verbal and written communication skills are musts.
Must have good organization skills, detail-oriented and ability to follow through.
Should be willing to work in a challenging work environment and adapt to the work-culture.