Tier 3 Support Technician

As a Tier 3 Support Technician you will:  

• Ensures customer success and satisfaction in a friendly and courteous manner. 
• Answering inbound calls from customers.  
• Making outbound calls to customers.  
• Leading and running an implementation of software products after initial implementation.  
• Use CRM software to track customer cases and tickets until resolution.  
• Maintains customer records by updating account information. 
• Maintains product knowledge to improve performance and skill set.  
• Meets or exceeds established performance requirements.  
• Engages in customer success and customer advocacy.  
• Assisting fellow team members and other departments.  
• Contributes to team effort by ensuring the highest possible level of customer satisfaction. 
• Ability to diffuse escalated customer situations through high-level problem-solving.  
• Ability to comprehend and diagnose customers’ needs.  
• Having a better understanding of commonly used modules and features.  
• Ability to provide Dedicated Support Services.  
• Eligible for Chat and Email Support.  
• Handles Outbound Escalations.  
• Has a high knowledge of TCP Software, including integrations, adapters, and other enterprise-related solutions.  
• Ability to work independently and follow directions related to your job with little follow-up by your supervisor.  
• Eligible to provide internal training for the department.  
• Other duties as assigned.  

You are a strong fit for this role if you have:  

• High school diploma or equivalent required.  
• Bachelor's degree in Business, MIS or related field or equivalent experience preferred but not required.  
• Strong customer service and support focus with a desire to consistently deliver high-quality service.  
• Strong oral and written communication skills.  
• Ability to work in a fast-paced environment and multi-task.  
• Excellent judgment skills with the ability to evaluate situations and provide immediate solutions.  
• A high level of TCP Software product knowledge is preferred but not required.  
• Completed and passed Product and Positional Training.  

Benefits:  

• Competitive salary
• 20 Days of PTO (Paid Time Off) and 13 days of companywide holidays 
• 8 hours to volunteer and impact the community  
• Comprehensive benefits (Health/Dental/Vision/ 401K)  
• The work/life set up you need to be successful.