Tier I Technical Support Specialist

Mashura LLC•Scottsdale, AZ

1d•Onsite

About The Position

Work with a fun and exciting team managing and resolving client software and hardware issues. This is an entry-level position with an opportunity for growth within the company. As a Tier 1, you will be the first welcoming voice the client will hear and the first level of support. Your responsibility is to accept inbound contacts from doctors, nurses, and other healthcare individuals in the Vet field. As you are being trained in Tier 1 responsibilities, you will handle contacts as specified by your skill level and escalate as needed to other tier specialists. Additional responsibilities include resolving technical product and/or service problems, actively participating in queues, managing daily callbacks, manage case activity in Purecloud and Salesforce.

Requirements

Able to communicate effectively with technical and non-technical personnel.
Ability to think logically and creatively.
Excellent problem-solving and analytical skills.
Proficient in Internet-related applications with a strong technical aptitude and ability.
Experience using a computer in a work setting is required.
Intermediate knowledge of Microsoft Office Suite Products is required.
Outstanding customer service skills.
Exceptional written and non-verbal communication skills.
Excellent organizational skills.
Ability to thrive in a fast-paced environment.
Exceptional attention to detail.
Time-management skills.
Ability to listen effectively, empathize, and reassure clients their issues will be resolved.
Promotes and embraces positive client interactions as well as personal, team, and company improvement.
Adept at anticipating and adapting to changing job needs with exceptional results.
High School Diploma required.
Customer service experience.
Ability to work a flexible shift, which may include rotating weekend shift.
Strong Work ethic and initiative to grow with a fantastic company.

Nice To Haves

Experience with proprietary software is a plus.
Data interpretation, manipulation, management in Excel a plus.
SQL Experience is a plus.
Knowledge of the Veterinary field is a plus.

Responsibilities

Answer incoming calls in a professional and friendly manner.
Document all necessary ticket information.
Actively update, maintain, and monitor incoming chats and emails.
Assist team members with callbacks in gathering needed information for tickets.
Train clients on the software and cloud website.
You will ensure prompt responses and escalation while actively navigating internal departments for a seamless resolution.
You will ensure client requests are completed within the required time frames.
Recognize complicated conversations and demonstrate positive language to resolve client needs.
Manage cases and ensure they are escalated or completed.
Complete all additional duties assigned by the Technical Support Supervisor.