What are the responsibilities and job description for the Customer Technical Support Specialist position at Copyright Clearance Center (CCC)?
The Customer Technical Support Specialist will have a broad knowledge of Internet technology, software applications and or computer hardware and a strong desire to provide outstanding customer support to our premier client base. You will utilize your strong communication and superior problem-solving skills to quickly and accurately respond to a wide variety of client inquiries from global information professionals & users of CCC’s rights and content delivery services. You will use and support a wide range of technology applications used in managing content, document delivery and copyright licenses. This is a great opportunity for self-motivated professional with an aptitude for technology and a strong desire to work in a client-facing role. In this role, you will work with leading-edge software and support some of the most highly respected companies from a variety of industries around the world.
The selected candidate may work in our Danvers, MA headquarters, or work remotely in the Eastern time zone.
Compensation range : $50,000 - $55,000
Other compensation : Performance bonus eligible
The actual salary offer to the successful candidate will be based on job-related education, training, licensure, certifications, related experience and other related factors.
What you will be doing :
- Ensure quality handling and resolution of calls and emails and provide solutions to meet established business objectives and improve the customer experience
- Maintain on-going technical expertise in several applications including CCC’s proprietary software, RightFind Enterprise, and act as a global product resource to the Operations, Customer Service, and Implementation teams
- Use your knowledge of software and systems to assist customers with technical questions and issues
- Research, troubleshoot, diagnose, and resolve reported issues or escalate to the Development team as necessary
- Complete customer-requested configuration changes within custom software solutions
- Confirm customer understanding of CCC’s solution and provide additional customer education and training as needed
- Recognize, document, and inform the manager regarding trends in customer calls and emails
- Through empathy, compassion, and understanding deliver exceptional customer service at all times
Requirements :
A pioneer in voluntary , CCC is a leading information solutions provider to organizations around the world. CCC works to advance copyright, accelerate knowledge, and power innovation. CCC helps organizations harness the power of to drive strategic decision-making, grow their businesses, and gain competitive advantage.
CCC is more than a company, it’s a community. Our smart, talented, and compassionate team members make CCC a special place to work. We invest significantly in their development and well-being to give them the resources they need to grow.
CCC is committed to a diverse, inclusive, equitable, and vibrant ecosystem that cultivates opportunity for our team and attracts talented people. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates.
Salary : $50,000 - $55,000
