Customer Support Specialist

Location: San Ramon, CA
Job Code: 14
# of openings: 1


eQuest is seeking an experienced Customer Support Specialist, who has knowledge of enterprise software applications. Responsibilities include receiving and resolving system’s issues submitted by customers. This position involves a high level of interaction with customers on a daily basis that requires a high degree of accountability and timeliness in responses and updates. You will be the primary customer point of contact and must ensure that each interaction is handled with a professional attitude and a superior level of service.


Key responsibilities:

  • Work directly with customers to research, troubleshoot, and resolve technical and business related issues in a timely manner
  • Day to day response, resolution and queue management of customer issues submitted through company ticket management tool, keeping in line with our service level agreement.
  • Function as a liaison between internal technical teams and customers.
  • Effectively prioritize and escalate customer issues as required
  • Provide consulting and implementation support and conduct customer training sessions
  • Collaborate with other teams by providing important customer feedback, process improvement recommendations, new troubleshooting tips and other actions that involve improving our product.

Required Skills / Experience:

  • 3 years of experience as a customer support for enterprise software applications or related role
  • Excellent trouble shooting skills
  • Excellent written and verbal communication
  • Ability to learn new technologies quickly through
  • Strong interpersonal skills in a customer facing role
  • Strong analytical, problem solving, and multi­tasking skills
  • Experience in Human Capital Management, Recruitment, Talent Management, ERP, or SaaS applications is a plus.


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