Customer Support Specialist (Software)

The Customer Support Specialist role is an entry level position that delivers comprehensive high-quality technical support to a growing customer base. As a member of the team, you are expected to develop your product knowledge through training, testing, and working with your peers in this customer facing role. You are to deliver top technical and application support that promotes customer satisfaction. This position reports to the Manager – Client Services.

Education / Credentials / Experience

• BA/BS degree in Computer Science or equivalent years of experience preferred
• 1-2 years in service desk, customer service or application support experience preferred
• Excellent listening and negotiation skills
• Must be resourceful and able to take initiative in a dynamic environment
• Ability to effectively and efficiently troubleshoot technical problems
• Excellent verbal and written communication skills
• Experience in delivering client-focused solutions based on customer needs
• Experience with service desk ticketing systems. (Zendesk, RingCentral, Salesforce, SaaS / Cloud Support, Knowledge Base management, and project management a plus)
• Excellent interpersonal skills, in addition to effective customer interaction skills
• Excellent documentation, organizational and administration skills
• Excellent analytical skills
• Ability to work well under deadlines and in a fast-paced environment
• Self-motivated, self-starter, proactive
• Goal and team oriented

Essential Duties / Responsibilities

• Researching, troubleshooting, and resolving issues that our customers have been unable to resolve
• Provides continual evaluation of processes and procedures.
• Responsible for suggesting methods to improve area operations, efficiency, and service to customers
• Ability and willingness to work in an environment providing 24x7 call center support including night and weekend rotations
• Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources
• Provide support and training to end customers as necessary for complex discussions that are not within the scope or experience of our customer base
• Perform customer-focused testing of new release features prior to deployment
• Provides suggestions and feedback on internal processes and organization leading to quality software
• Maintains customer confidence and protects operations by keeping information confidential and secure
• Document problem resolution to further develop internal Knowledge Base and customer administrators
• Other duties as assigned