Customer Support Specialist I - Remote

Overview

The Customer Support Specialist provides tier one support for our products with both customers and internal employees. This position involves troubleshooting product software and technical issues for existing customers, becoming a subject matter expert, and providing internal product support when needed.

In Short

• Troubleshoot software bugs and data-related issues for customers.
• Troubleshoot technical issues resulting from environmental issues (i.e., network, IIS, virus scanning etc.).
• Respond to customer inquiries through the support ticketing system by email, chat, telephone, and meeting software for all products.
• Prioritize support cases and inform customers of ticket status, progress, timelines throughout the process of the ticket.
• Collaborate in creating articles to communicate issues, steps to resolve, and tips for customers and internal agent use.
• Assist customers in understanding and training on new enhancements and features of the software.
• Assist in creating documentation to cover support topics, enhancement and version upgrade notices, and other customer related items.

Requirements

• 1-2 years of experience in SaaS-based product support & troubleshooting preferred.
• Solid desire to help people and provide quality customer service.
• Strong analytical, diagnostic, and problem-solving skills with ability to work independently and can prioritize and handle multiple outstanding tasks.
• Ability to work under pressure and a tight schedule.
• Capacity to work with cross-functional partners.
• Knowledge of Microsoft SQL Server, Windows Server 2008-2016, IIS Web Server, HTML.
• Strong technical documentation & writing skills.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to speak with customers with varying degrees of skill and knowledge.

Benefits

• Company provided equipment (laptop, software, etc.)
• Employment with a growing, casual, fun, philanthropic minded company
• Employer paid extended health benefits, including health spending account