The role involves responding to user inquiries, troubleshooting issues, training staff, and maintaining documentation in a team-oriented technical support environment.
Senior Tier 1 Technical Support is responsible for responding to user inquiries via live chat, email, and phone. This involves fostering adoption, fielding product questions, providing best practices and troubleshooting software issues and challenges. This position serves as a primary liaison between Total Expert and our end users in a highly team-oriented environment. You must have a desire to foster positive interactions with our end users.
Work Schedule: Customer support hours for this role will be 10:30AM- 7:00PM CST or 11:00AM-7:30PM CST.
What you’ll be doing:
· Troubleshoot client's product questions or problems via live chat, email and phone, focusing on product functionality, operating environments and system configuration/setup.
· Provide accurate and timely processing of customer inquiries submitted by Admins.
· Keep a close eye on Support product question Slack channels and assist Tier 1 with questions submitted.
· Assist in the training of new Support staff.
· Serve as primary liaison between Total Expert and end users.
· Responsible for documenting incidents in required tracking systems.
· Proactively inform customers of how and when problems are resolved with strong focus on retention and referenceability.
· Manage workload to ensure all customers' issues are handled in a timely manner and driven to resolution.
· Convey customer feedback and escalations to Support Leadership.
· Work collaboratively across other departments to ensure proper handling of customer issues, i.e. Development, Customer Success, etc.
· Assist in verifying user-reported issues and communicate to the proper internal channels for resolution.
· Assist in testing resolutions to ensure effectiveness.
· Document and maintain up-to-date support policies, procedures, and knowledge base articles.
· Function as Subject Matter Expert for escalation and edge case Support issues
· Promote and maintain a high quality, professional, service-oriented company image among end users and team members.
· Take initiative to constantly expand product knowledge within our platform.
· Required to participate in a Saturday shift following team rotation guidelines. Shift can be covered remotely or in the office. Access to internet will be required for remote coverage.
· Must have flexibility in adjusting to new and changing processes and responsibilities.
· Assist with other duties as assigned by management.
What we are looking for:
· 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 ensure the most effective and timely delivery of service to clients.
· Willingness to interact with customers in a professional, productive manner that enhances customers’ experience with Total Expert.
Compensation/Benefits: The anticipated base salary range for this role is $65,000 - $75,000 annually. Final total compensation offered is dependent upon the selected individual's qualifications and experience. This position is also eligible for an annual discretionary bonus based on company performance and other factors. As an employee of the company, you will be eligible to participate in the Employee Stock Option Plan. Total Expert offers a competitive range of benefits including 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, and 401(k) with employer match.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
Top Skills
Pc Skills
SaaS
Troubleshooting Software Applications
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