Technical Support Specialist

Who We Are Looking For    Technical Support Specialist assists 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 with product inquiries and potential technical difficulties. Responsible for supporting customers’ short-term and long-term satisfaction and retention.      Location: Remote within the US / weather/on-call.  11-8 pmWhat You Will Work On   Act as primary responder in prompt, professional, and thorough manner for inbound phone calls, emails, and/ or chat from customers.  Resolve general inquiries or direct to other team members when appropriate. Volume may be heavy so ability to work well under pressure is key.  Provide assistance with onboarding and new customer account set-ups.  Customer-centric focus with sense of urgency.  Understanding of software’s core system functionality.  Initiate and reset system passcodes.  Escalate customer issues to appropriate team level.  Document all customer interaction and system issues in company CRM (Salesforce) tool, analyze statistics, and maintain customer materials.  Track new customer set-up processes.  Maintain regular communication with customers for support and may 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 the company. This requires strong listening, verbal, written, and interpersonal skills, judgement, patience, courtesy, and positive demeanor.  Ability to self-organize, strategically plan, multitask, when necessary, pay attention to details, and prioritize.  What You Will Bring   2 years customer service 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  Microsoft Office suite of tools, Salesforce 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