Customer Service Specialist I - Remote

Overview

The Customer Service Specialist I is responsible for providing the first level of technical support for products and services. This position will work with customers and internal support teams to assist with troubleshooting and problem resolution.

In Short

• Analyze customer issues and questions, including inoperability or inaccessibility of a system, module, or function.
• Take appropriate action to resolve the problem in a timely manner to meet or exceed customer expectations.
• Track customer reported problems following ticketing procedures.
• Effectively work with internal resources and 2nd level support groups as needed for ticket resolution.
• Ensure timely follow-up and resolution of customer requests following established severity level guidelines and Expected Completion Dates.
• Maintain ongoing communication with internal departments (i.e. Sales, Marketing, Product Support) to ensure customer satisfaction.
• Identify and assess departmental/individual training needs and take the necessary steps to keep abreast of products and services as well as enhancements and upgrades.
• Ensure individual/departmental objectives are met.
• Complete various administrative activities (e.g. time reporting, email, vmx…).

Requirements

• Bachelor’s degree in communication or business is preferred or any stream.
• Customer service prior experience is required.
• PC experience in a Windows operating environment with strong typing ability preferred.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) preferred.
• Customer service experience preferred.
• Bi-lingual preferred (English and Spanish, Portuguese, Mandarin, etc).

Benefits

• Competitive total compensation.
• Flexible/remote work.
• Leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.