Technical Customer Service Specialist

The American Arbitration Association is an equal opportunity employer (EEO) and considers all employees and applicants for positions without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws.

If you are unable to complete your application, you may request a disability accommodation and submit your information through an alternative method by contacting the Human Resources Department via email- [email protected].

Description

The Technical Customer Support Specialist provides customer service and support for end users, addressing technical issues and questions related to internal applications (including WebFile and Panelist eCenter). This role requires excellent troubleshooting skills, efficient issue diagnosis and triage, and superior customer service. The successful applicant will have a hybrid or remote work arrangement, but must reside within a 125-mile radius of their assigned AAA office location. The starting salary range for the position is based upon location. This role is eligible for an incentive opportunity targeting 7.5% of annual salary.

• Atlanta, GA - $57,000 - $61,000
• Boston, MA - $63,000 - $67,000
• Buffalo, NY - $57,000 - $61,000
• Charlotte, NC - $54,000 - $57,000
• Chicago, IL - $61,000 - $64,000
• Dallas, TX - $57,000 - $61,000
• Denver, CO - $61,000 - $64,000
• Fresno, CA - $57,000 - $61,000
• Houston, TX - $58,000 - $62,000
• Johnston, RI - $58,000 - $62,000
• Miami, FL - $54,000 - $57,000
• Minneapolis, MN - $58,000 - $62,000
• Los Angeles, CA - $63,000 - $67,000
• New York, NY - $68,000 - $72,000
• Philadelphia, PA - $61,000 - $64,000
• San Antonio, TX - $54,000 - $57,000
• San Diego, CA - $61,000 - $64,000
• San Francisco, CA - $68,000 - $72,000
  
  

The American Arbitration Association (AAA) is the leading provider of arbitration and mediation dispute resolution services, and has consistently been named one of the 50 best non-profits to work for by the Non-Profit Times, our employees enjoy rewarding careers in a fast-paced, results-driven environment. We offer a competitive compensation package, including incentives. Eligible employees also participate in a comprehensive benefits program that includes medical, dental, orthodontia, vision coverage, student loan repayment, 403(b) retirement plan with substantial company match, discounted pet insurance, and generous paid-time-off benefits.

Responsibilities

• Respond promptly to support requests via phone, email, chat, or ticketing system.
• Identify and resolve customer issues, including account creation, password resets, browser functionality, and document management.
• Provide clear instructions for issue resolution and efficient system use.
• Escalate complex issues to appropriate technical teams or specialized staff.
• Maintain detailed record of issues, troubleshooting steps, and resolutions.
• Troubleshoot and assist with custom applications (WebFile/Panelist eCenter)
• Develop and maintain a comprehensive understanding of WebFile and Panelist eCenter platforms and their interaction with PRISM.
• Contribute to FAQs and support documentation.
• Stay updated on platform changes and new features.
• Demonstrates regular, reliable, predictable job attendance.
• Attends on-site and in-person meetings and training sessions.
  
  

Education & Experience

Associate's degree related field. 2 years of experience in a technical customer support role; or an equivalent mix of education and experience.

Knowledge, Skills, & Abilities

• Excellent customer service skills with the ability to handle challenging situations and customers with professionalism and empathy.
• Strong verbal and written communication skills, with the ability to clearly convey information and actively listen to customers, colleagues, and supervisors.
• Ability to analyze situations, identify problems, and propose effective solutions in a timely manner.
• Strong organizational skills with the ability to manage multiple tasks, prioritize effectively, and maintain accurate records.
• Proficient in using customer support software, ticketing systems, basic understanding of web technologies and browser functionality, web-based case management systems a plus.