Customer Support Technician

• This position involves working with a ticketing system to document issues and resolutions to calls and emails.

• Daily tasks are to assess the current lists of tickets assigned to you, determine which are high priority and work them as thoroughly as possible to help clients get resolutions in a timely manner.

• Problem Solving skills and Communication abilities are key components to successfully work through the ticket issues. Additional key attributes include: Inter-office communications with peers, Clear communication with the client, Procedural documentation to help the client understand steps in a process, webinar training sessions to walk the client through the issue or have them show us the issue, and Ability to diagnose what the client is saying vs what the problem really is.

Desired Abilities

• Ability to work with subject matter experts to research software functionality and implementation.

• Ability to work independently or in a group setting.

• Ability to work with account managers to determine a client’s ability and the optimal progression if they are interested in more company products. 

• Strong written & verbal communication skills.

• Self-driven, resourceful, and flexible enough to meet various support demands.

• Strong attention to detail.

• Ability to perform support on a 24-hour emergency line every 4-6 weeks for one week at a time.

Specific Duties

• Communicate with clients via email and phone to support their everyday inquiries for DICE Corporation’s software and the surrounding utilities. 

• Work with subject matter experts in the areas of programming, system administration, and telephony to research software and infrastructure functionality. 

• Work independently to listen, record, and support customer needs.

• Write instruction material for customers to provide to them immediately for their specific needs.

• Work the 24 hour emergency support line as needed - usually every 4-6 weeks for one week at a time.

• Work with department heads, peers and software developers to learn and understand custom products, client needs and priorities.

• Perform occasional remote software upgrades.

• Perform demonstrations and train new and existing customers on their software, usually remotely but occasionally by traveling to the client’s site. 

Bonus Experience

• Experience with instruction writing

• Experience with issue tracking software

• Experience with customer service

• Experience with 24 hour emergency support

Must Have:

• Someone with call center experience or other experience dealing with people over the phone

• Documentation experience

• Experience with training someone on how to use a product

Job Type: Full-time

Pay: From $17.10 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Experience:

• Call center: 1 year (Preferred)

Ability to Commute:

• Bay City, MI 48706 (Preferred)

Work Location: In person

Salary : $17