Customer Support Specialist I

Crisis24•Annapolis, MD

3d•Onsite

About The Position

The Customer Support Specialist 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.

Requirements

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.
Microsoft Office suite of tools, web browsers and Salesforce.
Strong organizational and interpersonal skills.

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.
Aid with onboarding and new customer account set-ups.
Initiate and reset system passcodes.
Escalate customer issues to an appropriate team level.
Document all customer interaction and system issues in company CRM (Salesforce) tool, analyze statistics, and maintain customer materials.
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.
Ability to handle change and adjust accordingly.
Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.