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Technical Support Specialist
Remote
United States
Global Client Services, Customer Support
Full time
Description
The Position
Corcentric is looking for a Technical Support Specialist. As a member of the support team, this position interacts with users via multiple mediums to resolve questions and issues related to usage of Corcentric solutions.
Responsibilities
- Achieve high levels of customer satisfaction
- Respond to and troubleshoot incoming customer technical and non-technical support requests via phone and/or email in a professional and timely manner
- Mitigate customer confusion and/or frustration through effective communication
- Utilize resources and tools effectively for troubleshooting, researching and communication purposes
- Acquire and maintain current knowledge of relevant products, service offerings, and support policies to provide accurate solutions
- Be the “voice of the customer” by gathering and conveying feedback regarding product improvement/enhancement suggestions
- Actively participate in a team environment, including collaborating with employees and management throughout Corcentric
- Develop an extensive knowledge of Corcentric applications
- Other duties as assigned
Prior technical support experience and aptitude for learning are important. However, the most successful Technical Support Specialist at Corcentric share exceptional customer support skills, strong work ethic, an extreme passion for technology, and have superb troubleshooting skills.
Requirements
- 2-3 years of experience in customer service or technical support
- Successful completion of Corcentric training
- Excellent demonstrated oral and written communication skills
- Demonstrated strong problem solving and analytical skills
- Learn and execute documented processes to assist in issue resolution
- Learn and demonstrate proficiency with all support tools
- Demonstrate reliability and strong work ethic
- Seek successful resolution of customer technical inquiries received through multiple communication channels
- Supports, logs, categorizes, prioritizes, and tracks incidents reported by customers
- Escalate cases to senior resources and follow documented escalation procedures
- Constant pursuit of technical education, proficiency, and excellence
- Meet quality and customer satisfaction metrics
Education / Experience:
- Degree or certification in computer science or a related field (or equivalent experience)
- 2-3 years of experience in customer service or technical support
- Good understanding of software applications and SaaS platforms
- Demonstrated ability to multitask, remain organized and prioritize between multiple projects
- Demonstrated strong customer service orientation including issue resolution and client relationship building
- High proficiency with Windows applications (Excel, Word, PowerPoint)
- Research and database experience a strong plus (EDI, SQL)