Remote Customer Support Specialist I

Job Overview

We are seeking a motivated Customer Specialist I (CS I) to join our esteemed team in a remote capacity. This mid-level technical support position is centered on providing outstanding technical assistance to our customers, addressing issues with precision and efficiency across various communication channels. You will act as a pivotal contact for intricate technical challenges that extend beyond entry-level support, using your skills to significantly enhance the customer journey.

In this role, you will adopt a consultative service approach, concentrating on cultivating relationships and uncovering opportunities to ensure that every interaction is fruitful. You will excel in a dynamic and fast-paced environment, managing multiple priorities and demonstrating strong decision-making capabilities.

Key Responsibilities

• Provide exceptional customer support through ticket creation, troubleshooting, and resolution while adhering to established service levels.
• Foster robust relationships by employing a consultative servicing approach that emphasizes customer success.
• Achieve or surpass daily individual case quotas by professionally and empathetically resolving technical issues.
• Remain current with product knowledge and technical skills to elevate your expertise.
• Utilize available tools and resources to effectively manage complex customer inquiries via email, web, and phone.
• Skillfully de-escalate concerns, simplify complex issues for better understanding, and offer optimal solutions.
• Document all interactions, issues, and resolutions in the case management system accurately.
• Contribute to the Knowledgebase by developing technical articles and resources.
• Monitor and report on production metrics to foster continuous improvement.
  
  

Required Skills

• Strong technical support experience in a contact center or a comparable environment.
• Proficiency in identifying root causes and resolving technical issues promptly.
• Excellent customer service skills, demonstrating empathy and effective communication.
• Familiarity with tools such as MS Office Suite, Salesforce Service Cloud, and ticket management systems (e.g., JIRA).
• Knowledge of HTML, CSS, and JavaScript, with experience in using content management systems like WordPress or Drupal.
• Working understanding of Google Analytics and Agile methodology.
• Strong organizational and time-management skills.
• Initiative and problem-solving abilities to enhance processes.
  
  

Qualifications

• Bachelor's degree in computer science, web design, or a related field (or equivalent certification).
• A minimum of 3 years of technical support experience is preferred.
  
  

Career Growth Opportunities

We are committed to fostering your professional development through continuous learning and knowledge-sharing initiatives. This role provides the opportunity to contribute to our Knowledgebase, enhancing both your expertise and that of your colleagues.

Company Culture and Values

We pride ourselves on creating a diverse and inclusive work environment where every team member is empowered to succeed. Our commitment to teamwork and positivity is reflected in our collaborative approach.

Compensation And Benefits

• Salary range: \(37,500 - \)66,300 (varies based on experience, training, and other factors).
• Open to U.S. residents only.
• Benefits include: Medical, dental, and vision insurance; company-matched 401(k) plan; flexible PTO and sick leave; paid parental leave (6 weeks); paid holidays; and additional voluntary benefits (life, disability, pet insurance).
  
  

We welcome talented individuals who are organized, tech-savvy, and dedicated to delivering exceptional customer support to apply for this exciting opportunity!

Employment Type: Full-Time