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Client Tech Support SpecialistBookmark This
7031 Koll Center Parkway
Posted: April 01 2016
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DescriptionNolo, the nation's leading provider of self-help legal, business and consumer information, is looking for a full-time, customer-oriented person to join our small but close-knit Customer Service team. Nolo makes the law more accessible to everyone by providing legal information on the web, in books, in software, with a Lawyer Directory, and with online applications.
We are looking for someone who will be responsible for phone customer service, order processing, and product/technical support for individuals. Tasks include heavy phones and heavy data entry in our internal customer service and technical/product support departments. Accuracy is a must! While this position is considered entry-level, the applicant will have to “hit the ground running”. We are looking to start this position as soon as possible. If you are interested, please send your resume today!
-Respond to phone, internet, fax, email, and mailed inquiries via Salesforce CRM regarding Nolo orders, products, services, and Nolo overall in a professional and service-oriented manner.
-Assist customers with using Nolo software, books, downloads, Lawyer Directory, and online applications.
-Troubleshoot and diagnose software application issues.
-Accurately process and resolve order problems in Magento database program and other proprietary systems.
-Assist in template maintenance of Salesforce CRM.
-File, fax, and email various input and output documents as required.
-Interact verbally and in writing with vendors and Nolo staff in a professional, service-oriented manner.
-Ensure that established policies and procedures are followed.
-Assist Service & Support Management, as needed.
-One year of product/technical support or customer service experience preferred.
-Professional and strong customer service-oriented telephone skills.
-Windows, basic Microsoft Word, and basic Microsoft Excel proficient. Familiarity with Mac's is a plus.
-Excellent and accurate data entry skills (10-key by touch and 50 words per minute).
-Strong analytical and problem-solving abilities.
-Ability to assist customers in solving basic math problems.
-Ability to be patient while delivering quality customer service to those not tech-oriented.
-Ability to deal effectively with sensitive and high stress situations.
-Must be a team player with excellent written and verbal communication skills.
-Ability to prioritize multiple and sometimes competing deadlines and communicate with supervisors and colleagues regarding their project deadlines.
-Software support experience a plus.