Technical Support Specialist I

Crisis24•Annapolis, MD

3d•Hybrid

About The Position

Technical Support Specialist assists end user customers with products and services by providing exceptional customer service, whether domestically or internationally, in an inbound call center environment. Leverage product knowledge to assist customers and troubleshoot with product inquiries and potential technical difficulties. Responsible for supporting customers’ short-term and long-term satisfaction and retention.

Requirements

2+ years customer service experience
Previous customer service experience via phone
Ability to resolve on-demand customer issues over the telephone
Demonstrated ability to finesse and diffuse difficult interactions with customers
Microsoft Office suite of tools, Salesforce and web browsers
Strong organizational and interpersonal skills
2–4-year college degree
Strong virtual presentation skills

Nice To Haves

Prior experience within a Software as a Service (SaaS) organization
Bilingual a +

Responsibilities

Act as primary responder in prompt, professional, and thorough manner for inbound phone calls, emails, and/or chat from customers.
Resolve general inquiries or direct to other team members when appropriate. Volume may be heavy so ability to work well under pressure is key.
Provide assistance with onboarding and new customer account set-ups.
Customer-centric focus with sense of urgency.
Understanding of software’s core system functionality.
Initiate and reset system passcodes.
Escalate customer issues to appropriate team level.
Document all customer interaction and system issues in company CRM (Salesforce) tool, analyze statistics, and maintain customer materials.
Track new customer set-up processes.
Maintain regular communication with customers for support and may inform them of new system features.
Provide on-call coverage in departmental rotation.
Collaborate, communicate effectively, and share appropriate information with customers, within the department, and across the company. This requires strong listening, verbal, written, and interpersonal skills, judgement, patience, courtesy, and positive demeanor.
Ability to self-organize, strategically plan, multitask, when necessary, pay attention to details, and prioritize.