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Posted: Monday, February 5, 2018 11:45 PM

Provides call answering and case creation within the Globalscape Salesforce ticketing system. Technical assistance to users and other support team members may be provided for Globalscape's software offerings. DUTIES Answers incoming phone calls and creates cases within Salesforce. Answers incoming web tickets. Dispatches cases to the appropriate queue. Provides basic technical assistance to users. Research reported problems and documents solutions. Interacts with customers via email, telephone and remote utilities. Solicits sale of new maintenance and support plans for all of Globalscape's software offerings when the situation presents itself. Works closely with the rest of the Client Services team to report bugs. Participates in making sure bug fixes are received and tested. Completes, maintains, and processes pertinent paperwork and records related to case management. Will learn and comprehend solutions for common customer and product issues. Will execute the delivery of known solutions to customers using pre-existing processes. Will possess the ability to close cases according to standard procedural guidelines. QUALIFICATIONS Communication and Language Skills - Ability to read and comprehend complex instructions, correspondence, and memos. Ability to write technical correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. Spanish speaking a plus. The ability to rapidly pick-up technical jargon is imperative to the success of this individual. This includes industry and business acronyms as well as internal acronyms used within Globalscape. Mathematical Skills - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent. Reasoning Ability - Ability to apply common sense understanding to carry out detailed written or oral instructions. Expert problem-solver with the ability to sort through complex issues and conduct comparative analysis of multiple solutions. Computer Skills - To perform this job successfully, an individual should competent with the latest operating systems, including, Windows XP, 7 and 8. This individual should be familiar with Server Operating systems such as Windows Server 2003, 2008, and 2012. Linux or UNIX would be considered a plus. Experience using Microsoft Word, Microsoft Excel and Microsoft Access is desired. Knowledge of Microsoft CRM a plus. Basic understanding of TCP/IP and networking is expected at time of hiring. Globalscape Software Skills - Will be expected to become proficient in the use and configuration of Globalscape's consumer and server programs and their add-on modules. Will also be expected to become an expert in using and navigating Globalscape's internal systems. Additional requirements as needed. "Globalscape prohibits discrimination, harassment and retaliation as described in this section. The Company will extend equal employment and advancement opportunities to all qualified individuals regardless of their race, color, religion, age (40 and over), sex, gender, sexual orientation, gender identity, pregnancy, disability, national origin, ethnic background, genetic information (including of a family member), military service, and/or citizenship, or any other classification protected by applicable local, state or federal law."Job Posted by ApplicantPro


• Location: San Antonio

• Post ID: 35729122 sanantonio is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018