RightNow Technologies is currently looking for a Customer Care Agent within our Customer Care Team. This is a critical role within the company, and is the single point of contact for technical needs of assigned accounts. Specifically, this role will directly support designated contacts within our assigned accounts. Prior experience providing technical support, coordinating resources to resolve issues, troubleshooting, or implementation of CRM solutions, is a plus. The position will report to the Frontline Support Manager. In this role you will provide customer leadership by delivering best practices, proactive solution deployment, and troubleshooting of technical issues. You will also be responsible for fostering continual improvement of processes and customer experience, setting and maintaining high standards of performance, and ensuring timely delivery with the greatest possible quality.
Essential Duties and Responsibilities - Ensures customers are satisfied with RightNow products and services
- Advises customers of RightNow best practices
- Encourages customers to maintain release on most current product version, assist clients with upgrade issues
- Proactively monitors and updates customers regarding technical needs/issues/opportunities
- Work with other groups within the company to meet customer needs
Essential Knowledge, Skills, Abilities and Background - 3+ years working in a professional technical support or consulting environment
- Knowledge of Internet technologies and operation (PHP, mySQL, XML a plus)
- Ability to manage challenging customer interactions
- Experience with CRM, SFA, MA or Customers Service applications a plus
- Excellent organization and time management skills
- Excellent ability to work as a team member
- Self starter
- Excellent written and verbal communications skills
- Excellent technical skills (troubleshooting, problem solving)
- Familiarity with Relational Database Management Systems (mySQL, SQL Server, Oracle), call center technology
- Familiarity with Call Center technology
- Superior RightNow product knowledge and hands on product experience a plus
- Bachelor's degree in science or technical field, or equivalent experience a plus
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