Associate Customer Support Specialist
About The Position
Provide basic user support to improve experience of customers and/or end-users of their assigned product. A Day in the Life: Provide timely responses to customer service inquiries via product ticket system Work with customers to identify and replicate errors and defects through a variety of communications means to ensure resolution Collaborate with team members to provide resolutions to customer inquiries Provide customer feedback to support management through regular team meetings to ensure management keeps a pulse on customer needs and attitudes for decision making purposes Identify recurring service requests found in your support specialty and offer knowledge base articles or other solutions to reduce ticket volume via deflection or overall elimination of the issue Provide excellent customer service through a friendly yet empathetic tone, proactive and timely responses to maintain high customer satisfaction scores Train new and existing customers on the product you support through phone calls and email, as well as support the utilization of knowledge base available through the platform to ensure customer success in using the software Other duties as assigned.
Requirements
- High school diploma or its equivalent
- 1-2 years of customer service experience preferred
- Basic knowledge of Office 365 - Microsoft Word, Excel, PowerPoint, Outlook
- Demonstrate ability to learn and understand basic office software applications
- Comfortable with technology
- Strong organizational skills
- Excellent verbal and written communication skills
- Telephone skills/etiquette; call screening
- Ability to prioritize work and handle multiple tasks
- Excellent time management skills
- Attention to detail
- Ability to learn new technologies.
Nice To Haves
- Bachelor’s Degree preferred
Responsibilities
- Provide timely responses to customer service inquiries via product ticket system
- Work with customers to identify and replicate errors and defects through a variety of communications means to ensure resolution
- Collaborate with team members to provide resolutions to customer inquiries
- Provide customer feedback to support management through regular team meetings to ensure management keeps a pulse on customer needs and attitudes for decision making purposes
- Identify recurring service requests found in your support specialty and offer knowledge base articles or other solutions to reduce ticket volume via deflection or overall elimination of the issue
- Provide excellent customer service through a friendly yet empathetic tone, proactive and timely responses to maintain high customer satisfaction scores
- Train new and existing customers on the product you support through phone calls and email, as well as support the utilization of knowledge base available through the platform to ensure customer success in using the software
- Other duties as assigned.
Benefits
- Medical, Dental & Vision Benefits
- 401(k) Savings Plan with Company Match
- Flexible Planned Paid Time Off
- Generous Sick Leave
- Inclusive & Welcoming Environment
- Purpose-Driven Culture
- Work-Life Balance
- Commitment to Community Involvement
- Employer-Paid Parental Leave
- Employer-Paid Short-Term Disability
- Remote Work Flexibility
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
