Customer Support Professional I

Tasks

As a Stream Support Professional (SP) or sales professional, you will:

• Spend most of your day on the phone helping customers solve a wide variety of technical problems and/or filling orders for products and offering suggestions that provide a more complete solution to their needs—some routine and straightforward, some complex and challenging.
• Work as part of a highly trained team of technical or sales professionals - interesting people from diverse backgrounds as unique as you are.
• Regularly access a state-of-the-art knowledge management database to research technical problems, offer advice to customers and help sell new products.
• Work in a friendly, fast-paced environment where personal initiative is rewarded.
• Be on the phone 7 hours a day and typically handle between 10 and 40 calls per day, depending on the products you support and the type of solutions you provide
• Have access to a technical specialist who can help you work through especially difficult problems, or sales trainers who can help you match products to solutions.
• Need to be at work on time, all the time, so that you're available when our customers call for help or products.
• Have to be well-organized and thorough in order to manage important details such as inputting customer data or completing sales orders.
• Be expected to meet high performance standards every day.
• Become an expert in the product that you support or sell, learn valuable technical knowledge, problem solving skills, and state-of-the-art contact center tools.
• Always be expected to provide world class customer service quickly and efficiently.

Characteristics

Successful SPs are individuals who:

• Enjoy helping customers work systematically through hardware or software problems and help customers understand the features and benefits of new products that best meet their needs.
• Enjoy the challenges of working with a wide variety of people.
• Have a strong desire to learn continually and grow professionally.
• Are comfortable having their performance measured every day.
• Are driven to master the products they're supporting/offering.
• Are comfortable communicating about technical matters in laymen's terms.
• Want to be part of an exciting, rapidly changing industry.
• Would like to develop their interpersonal skills, technical or sales consulting skills.
• Enjoy tackling tough problems and determining customers’ needs.
• Are comfortable working on a team learning from and supporting others.

Benefits

After you've proven yourself by meeting our high performance standards, you'll have an opportunity to:

• Work on other product teams when business conditions permit.
• Broaden your technical skills, communications skills, and your ability to gain additional knowledge and income by attending extracurricular training.
• Achieve advanced certification (technical).
• Participate in pay-for-performance programs (sales).

Requirements:

Skill in providing an exceptional customer experience.
Skill in verbal and written communication to analyze, interpret and address customer needs.
Knowledge of a Windows O/S (98, 2000, XP and ME) and Internet; Basic PC knowledge preferred.
Ability to work in a time critical environment.
Ability to be flexible and quickly adapt to changing business needs and processes.
Ability and willingness to provide pre-sales support.
Ability to promote and sell products or services.
Able to speak with customers in a calm, enthusiastic and friendly tone of voice.
High school diploma with a minimum of 1 year customer service experience in a call center environment.
Equivalent education or experience may be substituted for any of the above.

Level I
At this level, an individual is required to apply basic working knowledge of systems, procedures, customers, products and processes to perform assigned functions with moderate reliance on others for direction. Work requires some judgment but is performed primarily according to standard procedures with close supervision.

Level II
At this level, an individual is required to apply knowledge of systems, procedures, customers, products and processes to perform more complex and diverse assignments in support of the day-to-day customer service effort. Work is performed under moderate supervision and requires a greater degree of judgment and evaluation.

Level III
At this level, an individual is required to apply a comprehensive knowledge of systems, procedures, customers, products and processes to perform a broad range of varied and demanding assignments within the customer service area. Work is performed with minimal supervision and requires a high degree of originality, evaluation and judgment.