L1 Support Engineer

Responsibilities

• Serve as the first point of contact for Partners across the territory who have customer inquiries, requests or issues relating to KL products or services; as needed, responsible for engaging the appropriate individuals or teams to provide guidance/resolution.
• Quickly respond to partners calls, web cases, emails and chats - deliver a high level of service and provide prompt resolution to ensure customer satisfaction.
• Support ongoing customer retention activities, including researching what may be the root cause of a customer issue or problem.
• Assist with queries and end-to-end resolution relating to (but not limited to) product licensing, activation, upgrades, renewals and customer portals; liaise with other KL business units as needed - Manage customer inquiries and troubleshoot customer issues using appropriate reference materials and internal knowledge documents.
• Strive to impress customers with exceptional service and continually search for ways to improve processes and deliver additional value to the customer, thereby driving customer loyalty.
• Facilitate a positive and productive team environment.
• Leverage collaboration as a tool to solve business and customer problems.

Qualifications

• 6+ years of customer service experience
• Certifications required: Microsoft Server Workstation VSICM, VMware vSphere CompTIA Security + equivalent
• Experience in or strong interest in the Software and Technology industry preferred
• Experience in customer relationship management tools such as Salesforce.com is preferred
• Ability to quickly respond, efficiently manage time and shift from one task to another while managing daily priorities
• Excellent business communication skills (spoken and written)
• Advanced problem solving/troubleshooting skills
• Ability to explain complex ideas in simple terms
• Proficiency in Microsoft Office Suite
• Specific language capabilities: fluency in English and French is require

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