EASi Seeks Level I Customer Service Rep to Support Growth

 Position Description: Level 1 Support Rep

 We are seeking a service-minded full-time Level 1 technical support representative whose primary responsibilities include:

 Interactingth customers by phone and/or email to either:

• Resolving simple or well-understood technical issues

• Documenting more complicated issues and escalate them to Level 2

• Managing the queue of inbound issues and ensure that processes are being followed

• Providing support to customers via web-based tools for certain standard system functionality

• Contributing to the overall delivery of support by active participation in the development and deployment of tools and processes

• Helping to build customer loyalty and reference accounts through exemplary service

Applicants must possess strong technical and communication skills, excellent problem solving abilities, and an attention to detail. Demonstrating a sense of urgency with regard to resolving customer support issues is paramount. Follow through is essential.

Minimum Qualifications:

• Excellent verbal/written skills and phone presence

• A strong desire to work with Customers to solve technical problems

• Excellent Microsoft skills (especially Windows, IE, Excel, Outlook)

• Proficiency with web-based tools including FTP and IM clients,


• Familiarity with the use of CRM systems,  SugarCRM a plus


• Process orientation


• The ability to thrive in a hectic, fast moving environment where it may be necessary to wear many different hats at different times.

 "Nice to Have" Skills

• Familiarity with the basics of Equity compensation

• Some level of Accounting training and professional experience

• Familiarity with FAS123R

• Experience with Customer Support, especially in a hosted software environment.

• Experience translating customer requests into coherent Requirements that can be addressed by software engineers.

• Basic HTML coding skills

• Basic SQL Query writing