[PLUG-JOBS] Postion with Yahoo! Small Business Support

[Tony Fuentes]

Hello Plug Job Seekers,

Yahoo! Small Business Support is seeking job candidates for upcoming
openings we will have for Phone Support Agents. 

This position is located at our Hillsboro Campus at the Hawthorne Farms
MAX Station.

This is not a contract position, you would be hired in as a full time
employee of Yahoo!.

Job Description:

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

If interested, please reply back to me with your resume.

Thank You!

--
Tony Fuentes
Yahoo! Small Business Support