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Deliver the Perfect Customer Journey
Technical Support Specialist
Location
United States
Posted
114 days ago
Salary
$55K - $60K / year
Seniority
Mid Level
Job Description
Technical Support Specialist
Total Expert
• Troubleshoot customer's product questions or problems via live chat, email, and phone, focusing on product functionality, operating environments and system configuration/setup. • Serves as primary support liaison between Total Expert and end users. • Responsible for documenting incidents in required tracking systems. • Proactively keeps customer informed of how and when problems are resolved with strong focus on retention and reference ability. • Manage workload to ensure all customers issues are handled in a timely manner and driven to resolution. • Conveys customer feedback and escalations to Management. • Work collaboratively within Support and across other departments to insure proper handling of customer issues. • Assists in verifying user-reported issues and communicating to the proper internal channel for resolution. • Assists in testing resolutions to ensure effectiveness. • Promotes and maintains a high quality, professional, service-oriented company image among end users and team members. • Takes initiative to constantly expand product knowledge within our platform. • Demonstrates ability to adapt to fluctuation and increase in workload. • Required to participate in a Saturday shift following the rotation guidelines. Shift can be covered remotely or in office. Access to internet will be required for remote coverage. • Assists with other duties as assigned by management.
Job Requirements
- Associate degree or Equivalent SAAS Business Experience.
- Minimum of 2-4 years’ experience in a call center or customer service environment.
- Strong collaboration and team building skills.
- Excellent problem solving and troubleshooting skills.
- Ability to multi-task and adapt to a fast-paced environment.
- Good verbal and written communication skills.
- Strong attention to detail.
- Proficient PC skills with knowledge of various software applications used for troubleshooting, call resolution and logging.
- Excellent time management, decision making, and organizational skills to insure most effective and timely delivery of service to customers.
- Exceptional troubleshooting ability.
- Willingness to interact with customers in a professional, productive manner that enhances customers’ experience with Total Expert.
Benefits
- Medical
- Dental
- Vision
- HSA (Health Savings Account)
- FSA (Flexible Spending Accounts)
- Company paid Life Insurance
- Short-Term Disability
- Long-Term Disability
- Flexible Time-Off (FTO)
- Paid Parental Leave
- 401(k) with employer match
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