Description

Sonian is looking to hire an experienced support representative to join our team. We are looking for a highly motivated, goal-oriented individual who will be responsible for managing and supporting client issues in an ongoing service model. The successful candidate should be a flexible worker as well as an excellent team player, and able to work efficiently under tight deadlines.
This full-time position is based at our Needham office. No telecommuting.
No agency or recruiter referrals accepted.

Responsibilities
*Monitor and respond to client inquiries and support requests via phone, email, web forum, etc.
*Provide professional client service to our client and partner base
*Take escalated calls as needed
*Maintain detailed documentation on client interactions
*Work with new users or internal employees as needed
*Provide training for clients and staff (as needed)
*Ensure productivity standards and metrics are maintained
*Staggered shift schedules
Qualifications
*Minimum of Associate degree in computer-related field or equivalent work experience.
*Two+ years of professional experience with heavy telephone support
*Excellent verbal and written communication skills
*Excellent follow-up skills.
*Proven knowledge of troubleshooting techniques
*Strong background in client service and support
*Demonstrated ability to exercise good judgment in dealing with clients' technical issues
*Ability to work independently and on a team to meet critical deadlines
*Strong PC or MAC skills, as well as applications like (MS-Excel, MS-Word)
*Ability to follow operating procedures and instructions.
*Ability to work well under pressure while maintaining a professional demeanor
*Ability to multitask
*CRM experience a must
*Linux experience preferred

About Sonian
Based in Needham, MA, Sonian is creating a web service that will help millions of people world-wide manage their email inboxes more effectively.