CUSTOMER CARE REPRESENTATIVE

Location: Queensbury, NY, 49904 

ABOUT THIS JOB:

 

Gracenote is the world’s leading entertainment data and technology company. We power the top music services, consumer electronics companies, automakers, media companies, and cable and satellite operators on the planet. At its core, Gracenote helps connect people with the entertainment they love most. Provide day-to-day support to new and existing customers. These activities require working with internal cross-functional technical groups and external customers business and engineering teams

RESPONSIBILITIES:

- Serving as the primary contact and performing customer service functions for electronic accounts. Respond to requests for assistance from telephone calls, email messages by troubleshooting problems and, when necessary, coordinating solutions with a variety of other technical support staff.

- Provide first-level technical support for clients

- Answers, evaluates and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from clients experiencing problems with databases, hardware, software, networking, and other computer-related technologies.



- Handles problem recognition, research, resolution, and follow-up for routine client problems, referring more complex problems to appropriate support groups when necessary.

- Logs and tracks calls using Salesforce tracking software and maintain history records and related problem documentation.



- Work in conjunction with Sales and Product Development staff to create and deliver new/and/or custom products and samples are required by clients.



- Provide on-call support – beeper coverage rotation required 24/7 (approximately every 8 weeks)

QUALIFICATIONS:

- Bachelor’s degree or equivalent technical training in a computer-related field of study.



- Shift 9:00 am to 5:30 pm or 12:00 pm to 8:30 pm or 1:00 pm to 9:30 pm



- Strong customer service skills; technical support and/or problem-solving experience 

- General understanding of Network web technology, protocols, software, and tools.

- General understanding of database and data communication systems.

- Experience working with a variety of operating systems.

- Understanding of PC hardware and software.

- Ability to work a flexible schedule and overtime as required.

- Maintain the stability of performance under pressure and dealing with difficult situations.

- Ability to research and resolve problems using knowledgebase and other available resources.

- Spanish, French and or Portuguese language skills are a plus