Customer Support Representative

To provide First Line Support on a cognitive assessment mobile software product to corporate clients and resellers via e-mail and telephone.


  Responsibilities include

  • First point of contact for issues raised by customers.
  • Testing and replication of functional issues.
  • Diagnosing reported problems or configuration issues and recommending possible solutions.
  • Contributing to potential functional workarounds or resolutions via interaction in technical discussions with team members.
  • Maintaining a bank of Environment Surveys and other related technical documentation.
  • Documenting all functional enquiries and customer reported problems in the customer tracking database, including the nature of the inquiry, and the resolution recommended.
  • Ensuring that issues, forwarded from the field, are resolved in accordance with the Internal Procedures as laid down.
  • Bug testing for new iterations of the product.

Candidate Profile

  • Minimum of 1 year’s experience of Help Desk Support using a call tracking system.
  • Knowledge of escalation processes with the ability to manage all aspects of customersupport issues.
  • Knowledge of Android and iOS platforms.
  • Strong analytical skills and ability to problem solve.
  • Technical aptitude and ability to learn software programs.
  • Exemplifies a desire to help make our customers successful, so that they increase the use of our products.
  • Excellent written and verbal communication skills.
  • Must be comfortable with customer interaction via telephone as well as email.
    If you are interested in this position, please send your CV to This is a full- time salaried position located in Silver Spring, MD. Benefits package includes personal leave and holidays, casual work environment, and 401K program. Salary is $45-$48K annually, non- negotiable. Please do not apply if salary and location are not agreeable. Thank you.