Tier 3 Support Technician

As a Tier 3 Support Technician you will: * Ensures customer success and satisfaction in a friendly and courteous manner. * Answering inbound calls from customers. * Making outbound calls to customers. * Leading and running an implementation of software products after initial implementation. * Use CRM software to track customer cases and tickets until resolution. * Maintains customer records by updating account information. * Maintains product knowledge to improve performance and skill set. * Meets or exceeds established performance requirements. * Engages in customer success and customer advocacy. * Assisting fellow team members and other departments. * Contributes to team effort by ensuring the highest possible level of customer satisfaction. * Ability to diffuse escalated customer situations through high-level problem-solving. * Ability to comprehend and diagnose customers' needs. * Having a better understanding of commonly used modules and features. * Ability to provide Dedicated Support Services. * Eligible for Chat and Email Support. * Handles Outbound Escalations. * Has a high knowledge of TCP Software, including integrations, adapters, and other enterprise-related solutions. * Ability to work independently and follow directions related to your job with little follow-up by your supervisor. * Eligible to provide internal training for the department. * Other duties as assigned. You are a strong fit for this role if you have: * High school diploma or equivalent required. * Bachelor's degree in Business, MIS or related field or equivalent experience preferred but not required. * Strong customer service and support focus with a desire to consistently deliver high-quality service. * Strong oral and written communication skills. * Ability to work in a fast-paced environment and multi-task. * Excellent judgment skills with the ability to evaluate situations and provide immediate solutions. * A high level of TCP Software product knowledge is preferred but not required. * Completed and passed Product and Positional Training. Benefits: * Competitive salary * 20 Days of PTO (Paid Time Off) and 13 days of companywide holidays * 8 hours to volunteer and impact the community * Comprehensive benefits (Health/Dental/Vision/ 401K) * The work/life set up you need to be successful.