Customer Support Specialist

QGenda • Atlanta, GA

4d • Hybrid

About The Position

As a Customer Support Specialist, you will provide an exceptional support experience for QGenda's customers by delivering our industry-leading best practices. You will work closely with members from across the greater Customer Experience organization to provide creative solutions to support requests and project-based assignments involving the QGenda application, aligning to our unified targeted business outcome.

Requirements

• Excellent case management and time management skills
• Strong written and verbal communication skills
• Detail-oriented — ability to complete assignments and maintain communication with a high degree of accuracy and timeliness
• High School Diploma / GED required
• Ability to follow protocols and policies as defined by QGenda and CX Leadership
• Applicants for this position must be authorized to work for any employer in the United States (U.S.), including being located in the US. We are unable to sponsor, take over sponsorship of, or hire candidates with an employment visa at this time.

Nice To Haves

• Associates / Bachelors Degree preferred, or equivalent industry experience in customer service or tech support
• Computer programming skills or previous technical support experience

Responsibilities

• Maintain a professional and positive attitude in all customer and company interactions, both internal and external
• Collaborate with members of the CX organization, when necessary, to complete project based assignments within defined time frames and/or meeting identified deadlines
• Set and manage appropriate customer expectations around resolution and response times, adhering to established service-level agreements (SLAs)
• Deliver high customer satisfaction and low customer effort by providing solutions to issues in a timely fashion, escalating to senior team members as necessary
• Hold high degree of functional knowledge of QGenda solutions
• Ensure timely and accurate tracking of time, cases, projects, contacts and accounts within designated systems, following QGenda best practices

Benefits

• Fully company-paid options for medical (both in-person and virtual), dental and vision insurance
• Generous paid time off (PTO) policy to enjoy periods of uninterrupted rest and relaxation for a healthy work/life balance
• Paid parental leave for birth, adoption or permanent placement
• 401(k) with company match
• Options to work in a hybrid-working model or remotely from home, depending on the position
• Annual Costco membership, cell phone stipend, commuter benefits, in-office perks and more

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED