Technical Support Specialist I

Job Summary

Position work hours: 10 am EST-7 pm EST

Technical Support Specialist I assist end-user customers with products and services by providing exceptional customer service, whether domestically or internationally, in an inbound call center environment. Leverage product knowledge to assist customers and troubleshoot product inquiries and potential technical difficulties. Responsible for supporting customers' short-term and long-term satisfaction and retention.

Responsibilities

• Act as a primary responder in a prompt, professional, and thorough manner for inbound phone calls, emails, and/ or chat from customers.

• Resolve general inquiries or direct them to other team members when appropriate. Volume may be heavy so the ability to work well under pressure is key.

• Assist with onboarding and new customer account setups.

• Customer-centric focus with a sense of urgency.

• Understanding of software's core system functionality.

• Initiate and reset system passcodes.

• Escalate customer issues to the appropriate team level.

• Document all customer interaction and system issues in the company CRM tool, analyze statistics, and maintain customer materials.

• Answer limited technical questions.

• During busy seasons, remain calm and troubleshoot effectively while juggling many issues.

• Track new customer set-up processes.

• Maintain regular communication with customers for support and inform them of new system features.

• Provide on-call coverage in departmental rotation.

• Collaborate, communicate effectively, and share appropriate information with customers, within the department, and across OnSolve. This requires strong listening, verbal, written, and interpersonal skills, judgment, patience, courtesy, and positive demeanor.

• Ability to self-organize, strategically plan, multitask when necessary, pay attention to details, and prioritize.

• Ability to handle change and adjust accordingly.

• Ability to work remotely - weather/on-call.

• Other duties as assigned.

Qualifications

• 2+ years of software customer support experience.

• Previous customer service experience via phone.

• Ability to resolve on-demand customer issues over the telephone.

• Demonstrated ability to finesse and diffuse difficult interactions with customers.

• General PC and application knowledge - Microsoft Office suite of tools and web browsers.

• Strong organizational and interpersonal skills.

Preferred Qualifications

• 2-4 year college degree.

• Strong virtual presentation skills.

• Prior experience within a Software as a Service (SaaS) organization.

• Bilingual.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.