Technical Support Specialist I
OnSolve- 5000 - 6000 USD per Month
- Full Time
- Posted : a month ago
Job Summary
Technical Support Specialist I assists 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 with product inquiries and potential technical difficulties. Responsible for supporting customers’ short-term and long-term satisfaction and retention.
Responsibilities
• Act as primary responder in prompt, professional, and thorough manner for inbound phone calls, emails, and/ or chat from customers.
• Resolve general inquiries or direct to other team members when appropriate. Volume may be heavy so ability to work well under pressure is key.
• Provide assistance with onboarding and new customer account set-ups.
• Customer-centric focus with sense of urgency.
• Understanding of software’s core system functionality.
• Initiate and reset system passcodes.
• Escalate customer issues to appropriate team level.
• Document all customer interaction and system issues in 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 may 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, judgement, 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 customer service 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.
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c
Skills
- Communication
- Courtesy
- Customer Interaction
