Customer Technical Support Specialist

Copyright Clearance Center • Cambridge, MA

1d • $50,000 - $55,000 • Hybrid

About The Position

The Customer Technical Support Specialist will have a broad knowledge of Internet technology, software applications and/or computer hardware and a strong desire to provide outstanding customer support to our premier client base. You will utilize your strong communication and superior problem-solving skills to quickly and accurately respond to a wide variety of client inquiries from global information professionals & users of CCC’s rights and content delivery services. You will use and support a wide range of technology applications used in managing content, document delivery and copyright licenses. This is a great opportunity for a self-motivated professional with an aptitude for technology and a strong desire to work in a client-facing role. In this role, you will work with leading-edge software and support some of the most highly respected companies from a variety of industries around the world. The selected candidate may work in our Danvers, MA headquarters, or work remotely in the Eastern time zone.

Requirements

• 1-3 years’ experience supporting customer facing software or a bachelor’s degree in a technical field required
• Interest and ability to grow in the role to increase your product and technical knowledge to support more complex inquiries
• Excellent verbal and written communication skills; impressive telephone etiquette and the ability to elicit callers’ needs with speed and confidence, while also exhibiting composure and politeness
• Strong aptitude for problem solving, exploring, and learning new technology - is solutions oriented
• Knowledge of advanced features in IE, Safari, Chrome, and Mozilla browsers
• Extraordinary attention to detail and follow-through along with the ability to multitask on a regular basis
• Consistently address complex client needs while demonstrating innovation and sound judgment in decision making
• A working knowledge of Windows and Mac operating systems as well as experience working with Salesforce, C#, and or HTML.

Responsibilities

• Ensure quality handling and resolution of calls and emails and provide solutions to meet established business objectives and improve the customer experience
• Maintain on-going technical expertise in several applications including CCC’s proprietary software, RightFind Enterprise, and act as a global product resource to the Operations, Customer Service, and Implementation teams
• Use your knowledge of software and systems to assist customers with technical questions and issues
• Research, troubleshoot, diagnose, and resolve reported issues or escalate to the Development team as necessary
• Complete customer-requested configuration changes within custom software solutions
• Confirm customer understanding of CCC’s solution and provide additional customer education and training as needed
• Recognize, document, and inform the manager regarding trends in customer calls and emails
• Through empathy, compassion, and understanding deliver exceptional customer service at all times

Benefits

• Performance bonus eligible
• CCC provides excellent benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level