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Role Description
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.
- 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…).
Qualifications
- 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).
Requirements
- Excellent interpersonal, verbal, and written communications.
- Ability to work with minimal supervision and, in some cases, such as off peak hours, weekends, and holidays.
- Ability to proactively anticipate customer needs and make recommendations to meet those needs.
- Be flexible with working hours.
Benefits
- Competitive total compensation.
- Flexible/remote work.
- Leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.
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