Customer Service Representative

What We're Looking For:

Do you have the skills and desire to deliver outstanding customer service? Are you keen on keeping data accurate and up-to-date? Is “Multi-tasking” your middle name?

If you answered yes to these questions, then you are the person we're looking for to join NetMotion as part of our first-class Customer Support team. In this position, you will work closely alongside our Customer Service and Technical Support teams to continue our first-rate support by being passionate and innovative when it comes to resolving our customers' inquiries.

Job responsibilities include:

• Answer incoming calls on the Customer Service phone line and respond to email inquiries to provide solutions to customers in varying roles (such as IT managers, accountants and partners) in a professional manner.
• Maintain customer database files and document customer inquiries and resolutions in our case management system, adhering to established data standards.
• Use analytical skills and creativity to investigate and resolve customer service issues, providing first call resolution in most cases.
• Develop expertise in using our Salesforce CRM and inContact CTI adapter for call handling.
• Troubleshoot issues with Customer Portal access, Software Downloads, Licensing, and Accounting issues.
• Participate actively during team meetings and reach out independently to other team members, sharing knowledge and assisting in process improvement.
• Identify and prepare information for publishing on the internal support web site and/or in support documentation.

Your Skills:

To be successful in this position it will be necessary for you to have a great sense of humor, a good head for numbers, and be passionate about providing the best customer service possible to both external and internal customers. We are looking for someone with at least 1 to 2 years' experience delivering top notch customer service. Experience in a technology company environment is preferred, but not a show stopper if the experience is from outside the tech field. It is also important that you are a self-starter and prefer to work independently with limited direction. In addition, you need:

• Experience working with a CRM system and keeping records up-to-date. Salesforce.com experience is a definite plus.
• Ability to solve a variety of customer problems.
• Self-motivated to continue improving customer service skills and processes.
• Able to work with multiple departments to get the information/answers needed to respond to and solve customer questions.
• Excellent organizational and interpersonal communication skills (written and oral).
• Proven ability in working with customers to establish and maintain positive, productive and lasting relationships.
• Demonstrated ability to work well independently while at the same time, supporting others in a dynamic team environment.
• Aptitude for technology and proficiency in Microsoft Office suite.
• Bachelor's Degree or equivalent experience preferred.

Who We Are: NetMotion provides security solutions for millions of devices deployed around the world, including 7 of the 10 largest airlines, 85% of US public safety agencies, and a variety of other major organizations ranging from utilities and healthcare to logistics and legal sectors. Customers choose the NetMotion platform for its powerful software-defined perimeter (SDP / ZTNA), experience monitoring and mobile-first enterprise VPN functionality. These solutions stand out for their ability to actively improve the employee experience, validated by a satisfaction rating of 97% and an NPS of 91. NetMotion is headquartered in Seattle, with offices in Victoria, Chicago, London, Tokyo, Sydney and Frankfurt.

Why You'll Love It Here:

• Health and life benefits, along with a competitive 401k plan and a company match
• Flexible vacation, company paid holidays, 10 paid sick days, and paid parental leave
• Commuting and fitness benefits
• Flexible work-from-home policy
• Monthly morale events and random treat days!

NetMotion is committed to creating a diverse environment and is proud to be an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race; color; national origin; ancestry; religion; creed; gender; gender identity or expression; sexual orientation; marital status; economic status; the presence of any sensory, mental, or physical disability; age; veteran status; or the use of a service animal.

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