Technical Service Specialist

National Safety Council•Itasca, IL

3d•$21 - $22•Remote

About The Position

The National Safety Council is America’s leading nonprofit safety advocate, focused on eliminating the leading causes of preventable injuries and deaths. They are currently looking for a Technical Service Specialist to join their mission to save lives and prevent injuries. This role provides multi-channel customer support, including Level 2 assistance, for users of a web-based eLearning platform and related computer systems. It involves technical troubleshooting, creating documentation and training materials, training team members, supporting quality assurance, conducting user acceptance testing, and maintaining data tracking for contact center operations. Additional duties may be assigned to support overall team performance and customer satisfaction.

Requirements

At least three years of experience providing customer service in a contact center environment, with previous experience providing customer technical support by phone, chat, and/or email.
At least two years of experience training others, preferably in a contact center environment.
Proficient with Microsoft Office Suite and industry-related contact center software.
Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Strong customer service and team orientation.
Data entry accuracy and integrity.
Ability to explain technical issues to technical and nontechnical employees and customers.
Strong analytical and problem-solving skills.
Proficient with or the ability to quickly learn an array of computer hardware and software.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Professionally handle support calls, chat, email and/or other communication from users with inquiries, including those that require support with web-based eLearning software platform, meeting defined performance metrics, quality, and customer satisfaction standards, and meeting all program regulatory requirements.
Apply knowledge of computer software, hardware, and procedures to guide users and identify, investigate, and resolve user inquiries with computer software and hardware.
Draft and support the implementation of professional template emails and chat customer responses to enable efficient, simultaneous support of multiple customer conversations.
Provide Level 2 customer support via escalated phone calls, chat, and email.
Expertly train new and existing colleagues to handle customer contacts, including eLearning support, while meeting defined quality and customer satisfaction standards.
Design and create training plans, process documents, user guides, skill assessment tests, job aids, contact flows, and other resources to support team performance and consistency.
Assist with quality assurance monitoring and evaluation. Identify repetitive errors and other opportunity areas to resolve through additional training and/or resource creation/improvement.
Conduct deskside coaching, mentoring, and team continuing education sessions based on quality assurance evaluation and team feedback.
Conduct user acceptance testing for learning management system implementation, fixes, and updates.
Create process documentation associated with learning management system activities and functionality.
Design and update data tracking related to service, support, and contact center metrics.
Perform other related duties as assigned.