Iskustvo
Medior
Angažman
Puno radno vrijeme
Rok prijave
još 21 dana
O kompaniji
PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.
Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.
Opis posla
Shift Schedule: Second shift covering US Pacific Time zone
- Monitor CRM software, Customer Support email, responding promptly to user inquiries
- Perform first-level core troubleshooting and triage on software problems for internal and external users
- Monitor ticket queue volumes and work with team to ensure SLA’s are met
- Perform client specific tasks on both a daily and ad hoc basis
- Update and maintain accurate client data; including but not limited to data scrubbing, importing and exporting data, and manual changes
- Manage manual and automated submission process through internal dashboard for multi-location clients (data used for Internet Yellow Pages).
- Manage tier 1 location data updates and errors on search engines & directories
- Work closely with all departments within the company to resolve any software issues
- Provide support for Production Operations, validate software releases, ad hoc requests and update client webpages through our dashboard
- Provide light training for internal and external users on an as-needed basis for Rio SEO’s applications
- Assist in identifying trends in continuing software or systems problems and implement new processes as needed
- Document user problems, resolutions, and new solutions for future reference using CRM tools and resources
Kvalifikacije
- Bachelor’s degree in IT, Computer Science, Business, or related field (or equivalent experience)
- 1-3 years in customer support, software troubleshooting, or CRM management
- Strong problem-solving skills and ability to resolve software issues
- Experience managing ticket queues and client data updates
- Basic knowledge of search engine directories and location data management (a plus)
- Strong communication, collaboration, and documentation skills
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