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Web Support Specialist
Requisition ID 31606
The representative is responsible for providing world-class service to Yahoo! Small Business customers by resolving customer inquiries through multiple contact channels, including phone and e-mail. The successful representative will address and resolve customer technical and other inquiries to ensure first contact resolution. Additionally, the representative is responsible for making every customer interaction count through a relationship-building consultative-servicing approach by identifying opportunities to make every customer successful. This involves providing sales through service and recommending products and services that are best suited for the customer.
Yahoo! Inc. is an equal opportunity employer. For more information or to search all of our openings please visit http://careers.yahoo.com.
Skills/Requirements:
World-class customer service focus and interpersonal skills
2-3 years previous success in call-center service or internet company
Proven ability to logically communicate complex technical problems in 'customer friendly' language
Proven ability to work in a high paced, nimble, and fluid work environment
Demonstrated superior troubleshooting skills, ability to think outside of the box and find creative ways to solve customer problems including up-sell and cross-sell into additional products
Knowledge of DNS and Web Hosting
Intermediate knowledge of Perl, CGI, HTML, Java, and e-commerce
Must demonstrate effective oral and written communication skills and the ability to work cooperatively with internal and external business partners
Proven ability to work independently in a fast-paced environment
Intermediate knowledge of Microsoft Office suite, including Excel
Well organized with the ability to multi-task and prioritize workload
Ability to work flexible shifts including weekends and holidays
High School Diploma required, 4 year college degree preferred
Knowledge of Yahoo! small business products a plus
Previous experience in a B2B support model
Functions/Responsibilites:
Provide world-class service to all small business customers in a customer-centric environment
Successfully resolve complex customer e-mail and telephone inquiries through the use of multiple customer support tools
Assist customers with inquiries while providing consultative support and recommendations
Document in detail all interactions with customers
Effectively articulate complex information to a variety of technical and non-technical customers
Educate customers on products; help customers to be successful
Identify and evaluate opportunities to increase customer retention and satisfaction through the use of up/cross-selling products and services
Successfully performs against department scorecard metrics
Location
Hillsboro, OR
United States
Organization:
Website:
https://yahoo73.myvurv.com/MAIN/careerportal/Job_Profile.cfm?szOrderID=31606&szReturnToSearch=1&szWordsToHighlight=
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