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Customer Service Web Support Specialist

Location:
Omaha, US - Omaha FNB Parkway

Req. Number:
24279

Date Posted:
2009/09/03
Think about impacting 1 out of every 2 people online—in innovative and imaginative ways that are uniquely Yahoo!. We do just that each and every day, and you could too. After all, it's big thinkers like you who will create the next generation of Internet experiences for consumers and advertisers across the globe. Now’s the time to show the world what you've got. Put your ideas to work for over half a billion people.



Customer Service Web Support

The representative is responsible for providing world class service to Small Business Customers by resolving customer inquiries through multiple contact channels, including phone and e-mail. The successful representative will address and resolve customer technical and other inquiries to ensure first contact resolution. Additionally, the representative is responsible for making every customer interaction count through a relationship-building consultative-servicing approach by identifying opportunities to make every customer successful. This involves providing sales through service and recommending products and services that are best suited for the customer.



Job Responsibilities:

Provide world class service to all small business customers in a customer-centric environment

Successfully resolve complex customer e-mail and telephone inquiries through the use of multiple customer support tools

Assist customers with inquiries while providing consultative support and recommendations

Document in detail all interactions with customers

Effectively articulate complex information to a variety of technical and non-technical customers

Educate customers on products; help customers to be successful

Identify and evaluate opportunities to increase customer retention and satisfaction through the use of up/cross-selling products and services

Successfully performs against department scorecard metrics



Minimum Job Qualifications:

World-class customer service focus and interpersonal skills

2-3 years previous success in call-center service, or internet company

Proven ability to logically communicate complex technical problems in 'customer friendly' language

Proven ability to work in a high paced, nimble, and fluid work environment

Demonstrated superior troubleshooting skills, ability to think outside of the box and find creative ways to solve customer problems including up-sell and cross-sell into additional products

Knowledge of DNS and Web Hosting

Intermediate knowledge of Perl, CGI, HTML, Java, and e-commerce

Solid decision making skills

Must demonstrate effective oral and written communication skills and the ability to work cooperatively with internal and external business partners

Proven ability to work independently in a fast-paced environment

Intermediate knowledge of Microsoft Office suite, including Excel

Well organized with the ability to multi-task and prioritize workload

Ability to work flexible shifts including weekends and holidays

High School Diploma required, 4 year college degree preferred





Preferred Job Qualifications:

Knowledge of Yahoo! small business products a plus

Previous experience in a B2B support model



Yahoo! Inc. is an equal opportunity employer. For more information or to search all of our openings please visit http://careers.yahoo.com.