Technical Support Representative
Chicago, IL

Job Description

SilkRoad is the world's leader in strategic onboarding for global workforce readiness and transformation. We help organizations prepare their people for change by designing intentional, personalized journeys to increase retention and maximize agility throughout their careers. SilkRoad combines our leading strategic onboarding capabilities with world-class consulting services to deliver highly scalable, personalized experiences that engage employees and drive long-term business performance such as productivity, profitability, growth and agility.

SilkRoad is seeking a dedicated Technical Support Representative to provide meaningful experiences with every client they interact with.

Your contributions to Silkroad will include:

* Providing phone and email support to internal and external customers.
* Investigating, diagnosing and assessing technical problems reported by customers.
* Managing and documenting assigned incidents, including internal and external communications.
* Documenting all customer interactions in our Customer Relationship Management (CRM) system.
* Working with the Development team to diagnose problems and identify corrective actions for customers.
* Understanding and assessing customer-reported issues to determine prioritization and steps to replicate utilizing the replication lab.
* Learning, understanding, maintaining and contributing to internal support processes.
* Maintaining strong adherence to Service Level Agreements.
* Reviewing and updating knowledge base and technical support documentation to reflect current technical information on product.
* Overseeing certain aspects of SilkRoad's customer service policies, objectives, and initiatives.
* Participating in special projects as assigned.

Required Skills

* Excellent knowledge of the Internet and software such as Outlook, Excel, etc.
* Strong problem-solving skills.
* Exceptional research skills and resourcefulness.
* Ability to work with a globally distributed team without direct supervision.
* Excellent written and verbal communication skills, with an emphasis on tone, structure, grammar, and spelling.

Required Experience

* Minimum of 3 years experience in client service.
* Bachelors degree is preferred.
* Experience working in a call center is preferred.
* Experience working in an application help desk is preferred.