Yahoo! Customer Service Web Support Specialist

Job Description:

Position: Customer Service Web Support Specialist
Location: Hillsboro, OR
Job ID: 25527

About Yahoo!

Think about impacting 1 out of every 2 people online—in innovative and imaginative ways that are uniquely Yahoo!. We do just that each and every day, and you could too. After all, it's big thinkers like you who will create the next generation of Internet experiences for consumers and advertisers across the globe. Now’s the time to show the world what you've got. Put your ideas to work for over half a billion people.

The representative is responsible for providing world class service to Small Business customers by resolving customer inquiries through multiple contact channels, including phone and e-mail, as well as suggesting and providing relevant solutions to their on-line business needs.  The successful representative will address and resolve customer inquiries to ensure first contact resolution.  Additionally, the representative is responsible for making every customer interaction count through a relationship building consultative servicing approach that involves identifying opportunities to make every customer successful.  Making every customer successful involves appropriately providing sales through service by recommending products and services that are best suited for the customer.

Job Responsibilities:

- Provide world class service to all small business customers in a customer centric environment
- Successfully resolve complex customer e-mail and telephone inquiries through the use of multiple customer support tools.
- Assisting customers with inquiries while providing consultative support and recommendations\
- Document in detail all interactions with customers
- Effectively articulate complex information to a variety of technical and non technical customers
- Educate customers on products. Help customers to be successful.
- Identify and evaluate opportunities to increase customer retention and satisfaction through the use of up/cross selling products and services.
- Successfully performs against department scorecard metrics including Quality Assurance, Average Handle Time, and Customer Satisfaction Rating

Minimum Job Qualifications:

- World-class customer service focus and interpersonal skills
- 2-3 years previous success in call center service, or internet company
- Proven ability to communicate complex technical problems in "customer friendly" language
- Proven ability to work in a high paced, nimble, and fluid work environment.
- Demonstrate superior troubleshooting skills with hardware and software applications in a PC/Mac environment; ability to think outside of the box and find creative ways to solve customer problems
- Experience in supporting web hosting and related technologies (Domain registration and administration, Hosting, etc.)
- A working understanding of e-commerce principles and support elements
- Intermediate knowledge of PHP, MySQL, HTML, Java  
- Previous experience in a B2B support model
- Solid decision making skills
- Must demonstrate effective oral and written communication skills and the ability to work cooperatively with internal and external business partners
- Proven ability to work independently in a fast-paced environment.
- Intermediate knowledge of Microsoft Office suite, including Excel
- Well organized with the ability to multi-task and prioritize workload
- Schedule flexibility
- High School Diploma

Preferable Job Qualifications:

- Knowledge of Yahoo! Small Business products or related business enterprise solutions a plus
- College degree
- Sales background a plus

Yahoo! Inc. is an equal opportunity employer. For more information or to search all of our openings, please visit http://careers.yahoo.com