Customer Support Specialist (Hybrid)

Job Summary :

AAC is seeking a Customer Support Associate for our client working on-site in Columbia, SC. The schedule is hybrid/remote, with 3 days on-site in the office.

Provides quality support with a high degree of customer satisfaction on technical and complex operational systems requests in a professional and timely manner. Performs advanced customer service activities, leverages advanced processes or tools to support internal and external customers, and logs, documents, and researches all customer calls/emails/requests using the call tracking system in accordance with established call handling procedures. Follows HIPAA guidelines as applicable.

Responsibilities :

• Receives, investigates and responds to customer inquiries regarding complex products, services and issues via all channels through which customers are served.
• Will train on new business applications and be prepared to support upcoming system implementations.
• Maintains high levels of customer satisfaction, demonstrates commitment to quality, related to operational and technical support of complex products and/or processes of the client. Knowledge of major products and services and has the ability to apply this knowledge appropriately.
• Learns existing business applications, how they interact with other applications and provides timely support to end users. Resolves customer/ Association partner inquiries and issues. Recommends appropriate solutions. Resolves complex or reoccurring issues.
• Understanding of the issues related to the decision-making process; ability to analyze situations fully and accurately, and reach productive decisions.
• Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Demonstrates support of teammates, second level staff, senior management, processes and procedures and assigned tasks to ensure the success of the Customer Support department and system deployments.
• Ensures the customer’s issue is fully resolved for all requests.
• Uses multiple system tools to search and troubleshoot questions and issues of systems and applications.
• Ability to manage multiple concurrent objectives, making effective judgments as to prioritizing and time allocation, as well as being accountable for personal self-development to include maintaining knowledge for supported systems.

Requirements:

• Education and/or experience equivalent to an Associate Degree in Business or technical discipline, as well as related experience or product knowledge
• Experience in customer support/call center environment preferably dealing with PC and application software, mainframe and/or client server computer systems
• Certified Help Desk Professional preferred
• HIPAA certified preferred
• Ability to communicate/interact effectively with customers, users, technical experts, and all levels of management
• Strong customer service orientation; desire to embrace technology as a means of improving service
• Proven organizational skills and demonstrated abilities to establish priorities, take initiative, work under time pressures and exercise sound business judgment

Join us as a Support Specialist where you can make a difference by providing exceptional service to our clients while growing your skills in a supportive environment!

Job Type: Full-time

Pay: $17.00 - $19.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Shift:

• Day shift

Ability to Commute:

• Columbia, SC 29201 (Required)

Work Location: Hybrid remote in Columbia, SC 29201

Salary : $17 - $19