LOOKING FOR PROJECT SUPPORT

Primarily responsible for providing support to any PrimeView clients and/or potential clients through various channels such as phone call, email and/or slack. A Web Support Personnel should be able to handle customer inquiries and request in a timely manner, identify the problems and offering solutions and recommendations that will improve clients’ website. At the same time, each Web Support Personnel should be able to establish and maintain good rapport with every client that will make their experience better and satisfy them which will eventually be a possible lead in promoting the company’s products and services. Additionally, a Web Support Personnel must possess great interpersonal communication skills to better convey client requests to PrimeView’s production team.

Responsibilities


Constantly answer phone calls to support PrimeView clients and provide quality customer service and web consultations.
Properly document customer’s request and issue related to any company product and services through different channels such as phone call, email, and chat.
Can identify issues, needs, and requirements of customers and record it via TeamWork Desk, the company’s internal management system and handle it in a timely manner.
Ability to utilize any internal and external resources to provide resolution and/or suggestions to enhance the client’s website.
Setting client’s expectations for a turnaround time of services provided.
Report or escalate issues to the production team and efficiently follow up on tasks to meet deadline ensuring completion of due dates and cases.
Establishes and maintains rapport with existing and potential clients to effectively promote product solutions based on client needs and budget.
Must be well-organized, self-directed and able to multi-task, understanding the importance of detailed professional-quality work.
Meet the team metrics set by the Web Support Lead/Project Manager.
Can adapt to sudden changes implemented by management.
Share any information on how to handle unfamiliar or difficult customer concerns for the team’s efficient performance.
Customer service driven.
Understands and follows company processes and policies.


Key Competencies


Good Communication Skills
Proactive
Team Player
Resourceful
Detail Oriented
Adaptive
Good comprehension and ****ytical skills
Can work with minimal supervision
Customer service driven.


Requirements
Background in customer support with at least 1-year experience servicing customers in the U.S. / North America
Excellent written and oral communication skills with at least a neutral North American accent, including the ability to explain and present technical information
Ability to handle multiple tasks simultaneously, prioritize workload efficiently and meet strict deadlines
Great ****ytical and innovative problem-solving skills
Willing to work in the night shift
Experience with website content management and any internet related products, such as web hosting, email hosting, email configuration, and DNS host management is a strong plus.