Support Specialist

Position Objective

Are you passionate about providing exceptional technical support? We're seeking a motivated Support Specialist to join our team. In this role, you'll be the first point of contact for end-users in a call center environment, assisting them via phone and email with their technical inquiries. Your primary objective will be to resolve incidents promptly at the Tier I level, documenting each step thoroughly and escalating complex issues when necessary. If you're detail-oriented, customer-focused, and thrive in a fast-paced environment, we want to hear from you. Join us and become a vital part of our support team, contributing to our mission of delivering outstanding customer service to our clients. Apply now and embark on a rewarding career path in technical support!

Summary Of Position

The Support Specialist role aims to provide efficient and effective first-level technical support to end-users in a call center environment, through phone and email communication channels. By promptly addressing inquiries and incidents, documenting detailed troubleshooting steps, and collaborating with senior staff on complex issues, the Support Specialist ensures timely resolution while adhering to established policies and procedures. This position requires strong problem-solving skills, attention to detail, and the ability to adapt quickly to changing situations, ultimately contributing to exceptional customer service delivery and client satisfaction.

Responsibilities

The principal duties of the Support Specialist include the following

• Assist end-users in a call center environment by phone and email with first-level technical support; working to resolve as many incidents as possible at the Tier I level, this includes calling end-users as needed
• Answer incoming customer calls promptly and professionally while adhering to call queue protocols
• Create new or update existing tickets and ensure each ticket contains detailed documentation which outlines the problem, troubleshooting steps taken and final resolution (if applicable)
• Follow training and documentation for all necessary troubleshooting steps
• Provide accurate information and assistance to customers regarding products, services, and inquiries
• Maintain a friendly and professional demeanor to ensure a positive customer experience.
• Accurately document customer interactions, inquiries, and resolutions in the appropriate systems
• Escalate more complex issues to senior staff and work with them on projects and troubleshooting issues as needed
• Respond in a timely manner to requests when resolving issues
• Document changes within established parameters and escalate those which need higher level review
• Contribute knowledge and updated information to maintain the Knowledge base, participate in group chat environments as a resource
• Learn new clients
• Follow set policies and procedures when assisting clients to ensure proper handling of requests
• Provide timely responses to client and management requests. Status updates on such requests need to be provided on a regular basis
• Demonstrates ability to take ownership of client issue with minimal assistance after initial training period.
• Maintain an above average standing on individual score card that includes calls handled, average handled time, missed calls, etc.
• 365 days 24/7 coverage which includes holiday coverage
• Support Services is considered essential personnel and is expected to be available even during inclement weather