CUSTOMER SUPPORT SPECIALIST

A Customer Support Specialist provides support to end-user (customer) software-related questions and step-by-step solutions. Support is provided by clearly communicating solutions in a user-friendly and professional manner. The person in this position must be engaging, service-oriented, and technically minded. Customer Support Specialists commit to excellence and provide the best customer experience.

A DAY IN THE LIFE

Essential Job Functions:

• Deliver excellent customer service and support to end-users via remote connection or over the telephone, while using and operating automated call distribution phone software and Salesforce Service Cloud
• Diagnosing and resolving technical hardware and software issues in a Windows environment involving network/internet connectivity, email, VPN, and more
• Interact with customers to provide and process information in response to inquiries, concerns, and requests about product usage and services
• Communicate with prospective customers from multiple channels, including phone and email
• Interact with customers and utilize available resources for identifying customer needs and finding resolution
• Follow standard processes and procedures with the ability to improvise solutions as needed
• Redirect, identify, or escalate customer cases to appropriate resources per Company guidelines
• Offer alternative solutions where appropriate with the objective of retaining customer’s business
• Follow up and make scheduled call backs to customers where necessary
• Stay current with software changes/updates and participate in training as required

Requirements

• Intermediate knowledge of the Windows 10 operating system and networking
• Punctual, regular, and consistent attendance - this position is in-office
• Proper phone etiquette
• Excellent communication skills both verbal and written
• Demonstrated proficiency in typing and grammar
• Knowledge of customer service principles and practices
• Effective listening skills
• Multi-tasking capabilities
• Experience with Accounting principles is preferred, or a willingness to learn
• Previous experience with software support, networking and troubleshooting hardware is also preferred
• Understand the scope of support to be provided to the customer and ability to recognize when an issue needs to be escalated to Tier 2 support
• Establish proper courses of action to ensure that work product is completed efficiently and on time/within proper time limits
• Make customer’s needs a primary focus of one’s actions; developing and sustaining productive customer relationships

This is a part-time position the hours will be 6-11 AM PT or 7-12 AM PT Monday-Friday