Remote Customer Support Specialist | WFH

Job Overview

Join our dynamic team as a Customer Support Specialist, where your expertise will play a crucial role in delivering exemplary technical support to our clients. In this remote position, you will be the primary contact for customer inquiries, adeptly managing Help Desk calls, troubleshooting technical challenges, and overseeing service tickets to ensure an uninterrupted customer experience.

Key Responsibilities

• Acquire comprehensive knowledge of application architecture and components to facilitate efficient troubleshooting.
• Attain cross-functional proficiency within the Justice Business Unit, engaging with a diverse array of products.
• Administer support tickets by effectively prioritizing and resolving issues within the case management system.
• Diagnose, configure, and resolve application-level issues in alignment with customer requirements.
• Contribute to the development and enhancement of our Knowledge Base, empowering customers to find solutions independently while assisting colleagues.
• Collaborate with multiple teams, including Application Operations and Hosting Operations, to ensure the seamless resolution of complex cases.
• Offer various technical support services, including data analysis, script assistance, and configuration updates to fulfill customer needs.
• Occasionally provide after-hours or weekend support as necessary.
• Undertake additional responsibilities as required to achieve team and organizational objectives.
  
  

Required Skills

• Exceptional ability to communicate with both technical and non-technical clients in a clear and approachable manner.
• Strong written communication skills to summarize technical information and procedures effectively.
• Commitment to documenting support activities and case history diligently.
• Moderate-level proficiency in SQL query writing.
• Expertise in Windows networking and troubleshooting methodologies.
• Capacity to diagnose issues leveraging application logs.
• Quick adaptability to assist others in comprehending new software applications.
• Familiarity with fundamental security practices and protocols.
  
  

Qualifications

• 1-5 years of experience in Technical Help Desk or customer support roles.
• Bachelor's degree in Computer Science preferred.
• Experience in Revenue Collections or Court Case Management and Operations is advantageous.
  
  

Company Culture And Values

We pride ourselves on cultivating a collaborative and supportive work environment focused on knowledge sharing and continuous improvement. Our team is dedicated to ensuring that all members thrive and grow in their respective roles.

Career Growth Opportunities

This position offers a pathway for professional advancement, allowing you to develop cross-functional expertise within the Justice Business Unit and acquire knowledge of a variety of products, thereby enhancing your technical acumen.

Networking And Professional Opportunities

As a member of our team, you will have the chance to network and collaborate with professionals across different functions, providing ample opportunities for skill development and career growth.

Work Environment

This role is fully remote, requiring reliable high-speed internet access. You will operate from a dedicated workspace in a quiet to moderately noisy home office setting, engaging regularly with phones and computers. Physical demands include the ability to remain stationary for extended periods and frequent communication via telephone.

Employment Type: Full-Time