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Website Digital Support Specialist

Company Name:
hibu
Provides technical assistance and client support to hibu's internal and external customers. This team supports the hibu websites and primary responsibilities include complex product questions and solutions, technical assistance, and training in the use of systems and applications as related to SML, Sitemaker and other platforms used to the build and publish hibu websites. Additional responsibilities include answering specific account and website questions including billing as it related to the product. This role could also perform initial tasks related to content gathering and constructing of hibu websites.
This includes the ability to conduct interviews with our customers in order to gather content for their website, and also the knowledge and skillset to copy write the website as well for an artist to being building it.
This support role provides real time phone "help desk" support for our customers on their hibu websites. Performs diagnosis and resolution to problems using company provided software tools and administrative tools.
2. With both customer and company best interests in mind, the Sr. Customer Service Consultant - Yell Connect is responsible for satisfactorily resolving issues and concerns clients have with their hibu websites.
a) Answer incoming calls and gather the appropriate amount of information regarding the issue/concern.
b) Research and diagnose technical issues and questions, utilizing available resources, software tools, and documentation. .
c) Determine and implement appropriate course of action. Includes but not limited to: Filing of technical assistance research tickets, providing refunds and/or adjustments to the client's account, following up and through with customers, and ensuring that corrections are made and all solutions are implemented.
3. Helping customers make changes to their hibu website as requested within the scope of the product definition. Must have detailed understanding of SML and Sitemaker applications and procedures in order to assess nature of call type in order to handle appropriately.
4. Stay up to date on new features available in systems related to updating websites and handling interviewing and copywriting duties (Sitemaker, SML, Agendize, BNW, etc).
5. Accurately answer incoming inquiries (phone/email) regarding the company, the product, and the market.
6. Maintain call center standards regarding productivity and quality.
7. Act in a professional and "customer first" demeanor at all times.
8. Perform appropriate follow-up with clients on outstanding SDE tickets or concerns and service requests.
9. Be able to to conduct customer interviews related to asset gathering for websites as well as copy write the website in preparing it for an artist to construct.
Secondary Responsibilities:
1. Technical solutions may include the modification of SEO, providing assistance with password and email requests from customers, in addition to helping customes with their HBS accounts and DIY tools and access
High school diploma or equivalent and 2-3 years job related experience required. Four year college degree preferred (2 year required).
SML, Sitemaker, SAP, SDE ticketing, Siebel CRM, general customer service skills and reporting, Outlook, Organizational Skills, Communication skills, ability to multi-task, work independently and the ability to accept change in a positive manner.
Testing Requirements:
Alpha Numeric Data Entry - 6,000 GKPH pref
Typing - 45 WPM pref
Must score 85% on proofing tests (Matching - Alpha Numeric)
MS Word/Excel - beginner required
Call Center Simulation - min score of 62
Date: 2014-09-03
Country: US
State: PA
City: King of Prussia
Postal Code: 19406
Category: Customer Service
Job Type: Full Time

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