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Job Summary
Position work hours: 11 am EST - 8 pm EST
Technical Support Specialist I assist 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 product inquiries and potential technical difficulties. Responsible for supporting customers’ short-term and long-term satisfaction and retention.
Responsibilities
• Act as a primary responder in a prompt, professional, and thorough manner for inbound phone calls, emails, and/ or chat from customers.
• Resolve general inquiries or direct them to other team members when appropriate. Volume may be heavy so the ability to work well under pressure is key.
• Assist with onboarding and new customer account setups.
• Customer-centric focus with a sense of urgency.
• Understanding of software’s core system functionality.
• Initiate and reset system passcodes.
• Escalate customer issues to the appropriate team level.
• Document all customer interaction and system issues in the company CRM tool, analyze statistics, and maintain customer materials.
• Answer limited technical questions.
• During busy seasons, remain calm and troubleshoot effectively while juggling many issues.
• Track new customer set-up processes.
• Maintain regular communication with customers for support and 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 OnSolve. This requires strong listening, verbal, written, and interpersonal skills, judgment, patience, courtesy, and positive demeanor.
• Ability to self-organize, strategically plan, multitask when necessary, pay attention to details, and prioritize.
• Ability to handle change and adjust accordingly.
• Ability to work remotely - weather/on-call.
• Other duties as assigned.
Qualifications
• 2 years of software customer support 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.
• General PC and application knowledge – Microsoft Office suite of tools and web browsers.
• Strong organizational and interpersonal skills.
Preferred Qualifications
• 2-4 year college degree.
• Strong virtual presentation skills.
• Prior experience within a Software as a Service (SaaS) organization.
• Bilingual.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Full Time
Investment Management
$40k-53k (estimate)
05/07/2023
06/25/2024
onsolve.com
ALBANY, NY
200 - 500
2017
Private
SANDRA RICCIO
$50M - $200M
Investment Management
OnSolve develops a cloud-based software that provides critical communication solutions for government and commercial sectors during emergency situations.
The job skills required for Technical Support Specialist I include Technical Support, Customer Service, Microsoft Office, Communicates Effectively, Presentation, Attention to Detail, etc. Having related job skills and expertise will give you an advantage when applying to be a Technical Support Specialist I. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Technical Support Specialist I. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Technical Support Specialist I positions, which can be used as a reference in future career path planning. As a Technical Support Specialist I, it can be promoted into senior positions as a Technical Customer Support Specialist II that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Technical Support Specialist I. You can explore the career advancement for a Technical Support Specialist I below and select your interested title to get hiring information.
If you are interested in becoming a Technical Support Specialist, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Technical Support Specialist for your reference.
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