Tier I Technical Customer Support Specialist
About The Position
Mashura LLC is seeking a Tier II Technical Support Specialist to join their Customer Support department. This role involves managing client software and resolving hardware issues, requiring a solution-oriented applicant with critical-thinking, problem-solving, and troubleshooting skills. The ideal candidate will exhibit professionalism in all customer interactions, demonstrating ambition and drive. The role includes resolving technical product and/or service problems, actively participating in the support queue, managing daily callbacks, and handling case activity in Purecloud and Salesforce. The company is a leader in Inventory Intelligence for healthcare, providing innovative software and hardware solutions to dental, veterinary, lab, and academic facilities worldwide.
Requirements
- Customer service experience in a professional setting.
- Proficient in internet-based applications with a strong technical aptitude and ability.
- Intermediate knowledge of Microsoft Office Suite Products is required.
- Strong verbal and written communication skills; able to adapt for both technical and non-technical personnel.
- Ability to actively listen, empathize, and reassure clients that their issues will be resolved.
- Promotes positive experience for clients and contributes to personal, team, and company growth.
- Logical and creative problem-solving ability with excellent analytical skills.
- Outstanding attention to detail and organizational skills.
- Ability to thrive in a fast-paced, queue-based environment.
- Strong time-management skills with the ability to prioritize effectively.
- Adaptable to evolving job needs and priorities.
- Ability to work a flexible shift, which may include working on a weekend or at night (on call rotating weekend shift).
- High School Diploma or equivalent required.
Nice To Haves
- Experience with proprietary or industry-specific software.
- Data interpretation and management in Excel.
- SQL experience.
- Knowledge of Veterinary Practice workflows is a plus.
Responsibilities
- Wow our clients with every interaction in a professional and friendly manner.
- Recognize complex or escalating conversations and apply positive, solution-focused language to resolve client needs.
- Ensure prompt responses and appropriate escalation, coordinating with internal departments for seamless resolution.
- Document all necessary ticket information accurately and thoroughly.
- Investigate and troubleshoot Cubex proprietary software and cloud website.
- Utilizing SQL scripts for advanced troubleshooting.
- Manage case activity and ensure tickets are escalated or closed appropriately.
- Execute and adhere to all Cubex Company and department SOP’s and SLA’s.
- Complete additional duties as assigned by the Support Team Supervisor.
- Technician dispatch management.
- Support of the field implementation team during Cubex installations.
- Upgrade client software.
- Image and set up hard drives as necessary.
- Coordinate and execute the shipment of parts and supplies to customers.
- Installation and training of Cubex software and hardware for clients.
Benefits
- Open PTO; including 9 observed holidays.
- Medical, dental, and vision insurance.
- Health Savings Account.
- Flexible Spending Accounts; Health Care and Dependent Care.
- 401(k) with generous company contribution - Safe Harbor Contribution.
- Company paid long-term disability and life insurance.
- Employee Assistance Program (EAP).
- United Pet Care pet coverage.
- Internet/cell and gym reimbursement.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
