Customer Support Specialist
Procare Solutions•Quinte West, ON
•$21 - $23•Hybrid
About The Position
The Customer Support Specialist provides support and step-by-step solutions for end-user (customer) software-related questions. 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.
Requirements
- Professional phone etiquette
- Excellent communication skills, both verbal and written (typing/email)
- Ability to communicate technical information to non-technical audience
- Knowledge of customer service principles and practices
- Active listening skills
- Multi-tasking capabilities
- 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
- Associate degree or equivalent work experience required
- 1+ years' of customer service experience
- Intermediate knowledge of the Windows 10 operating system and networking
- Proficiency with Microsoft Office applications
Nice To Haves
- Experience with Accounting principles is preferred
- Previous experience with software support, networking and troubleshooting hardware is also preferred
Responsibilities
- Deliver excellent customer service and support to end-users via remote connection over the telephone for up to 80% of the workday, while using and operating automated call distribution phone software and Salesforce Service Cloud
- Maintain a positive, empathetic, and professional attitude toward customers at all times
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about product usage and services
- Interact with customers and utilize available resources to identify customer needs and find resolutions
- 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
- Punctual, regular, and consistent attendance
Benefits
- medical, dental, & vision plans
- HSA option with employer contributions
- Vacation time, holidays, sick days, volunteer & personal days
- 401K Plan with employer match and immediate vesting
- Employee Stock Purchase Plan
- Employee Discount Program
- Medical, Dependent Care, and Transportation FSA Plans
- Company paid Short and Long-Term disability and Life Insurance
- RTD EcoPass for all Denver employees
- Tuition Reimbursement and continued Professional Development
- Regular company provided meals
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
