Live Chat Specialist
Job Title: Live Chat Specialist
Department/Organization: Inside Sales
The Live Chat Specialist role is an inside office based role that offers a great work/life balance with little to minimal travel required. Based out of our Vancouver, BC office, you will be part of a high-velocity environment where you will be assisting our Business Development efforts by responding to customer queries, and qualifying and validating potential business from both a technical and non-technical perspective. The role requires general business and sales skills, as well as technical aptitude in answering technology related questions.
As follow-up on identified business, assigning the inquiries to the responsible business development or sales team member for further qualification or development will be core part of the role.
Depending on daily volume, work on additional projects may also be required.
KEY RESPONSIBILITIES & TASKS
Capture incoming inquiries from our Live Chat system in Salesforce.com from our Qlik.Com web site.
Perform initial qualification and validation of these web visitors in respect to region, area of interest, key applications and business goals.
Assign leads to the respective regions and the correct team members responsible for these prospects.
Attach the lead to a Salesforce.com campaign to record and analyze the success of this initiative.
Partner effectively with ‘Inside Sales’ in account development and playing an active business and technical lead role in the sales process for all customer engagements and deals.
Understand our customers’ pains and translate those into viable solutions for the business maximizing potential to sell.
Manage initial client engagements and projects from a technical standpoint.
Administration, education and any other responsibilities as required by the company.
DIMENSIONS SPECIFIC TO THIS ROLE
Solution Development Manager, Marketing Director, SDR’s, Presales Management
COMPTETENCIES & SKILLS
Excellent communication, listening, presentation, time management and writing skills. Proven ability to communicate effectively in text-based mediums.
Excellent in web based search.
Proactive approach to problem solving - uses proven problem-solving skills to view problems as challenges and turn them into viable solutions.
Ability to multi-task.
Comfortable with review of metrics on a daily basis.
Independent working and decision making skills.
High energy, results oriented, self-motivated/self-reliant, and a team player.
Proficient in MS Office (Word, Excel, Power Point) and salesforce.com.
Attitude of continuous improvement of processes.
Exemplifies Qlik Core Values: Teamwork for Results, Challenge, Open & Straightforward, Move Fast, and Take Responsibility.
Presentation skills at both the technical and business level, with the ability to deliver a technical solution in a remote environment.
Proven ability to learn and apply new technologies.
Excellent project management skills, with the ability to develop a plan and deliver against objectives.
High level of integrity and ethical approach, able to instill trust and a transparent way of doing business.
Ability to adapt to change and act as a change champion - leading by example.
Ability to quickly understand the business and its issues through established business acumen, taking ownership of, developing, and executing a solution.
Committed to delivering outstanding customer service, supporting and driving our customers’ business success.
Good sales process acumen, and strong ability to promote the model of customer centric selling.
QUALIFICATIONS AND EXPERIENCE
2-3 years of experiences in a lead generation, technical support, or sales & marketing role, preferably in the IT industry
Bachelor degree or equivalent
Business level English mandatory.
Knowledge of another language(s) would be an added advantage.
In addition to the above, an aptitude for understanding and communicating technical concepts would be advantageous.
-BI background with ability to solve problems in a BI environment.
-Experience of communicating & building relationships remotely (Inside sales, helpdesk, etc).
-Hands on experience with relationship databases and data modeling.
-Hands on experience providing technical support to clients.
Ability to work on computer and phone for extended periods