Summary/objective

The primary responsibility of the Customer Support Specialist position is to provide support to our customers and master technicians. The position will support the overall company goal of providing exceptional service to our customers in an accurate and proficient manner. All other responsibilities required are to maintain quality control, accuracy and efficiency of delivery of services and customer satisfaction.

 

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Answering incoming calls and customer inquiries; it is important to gain a clear understanding of their request; answer questions and offer assistance
• Resolve issues/complaints or problems and escalate issues as appropriate
• Support customers use of the application by providing basic training and assistance on setup as needed.
• Provide resolution on issues regarding billing.
• Utliize exceptional detailed documentation skills to probe and capture customer’s issues and digitally record customer interactions using our service desk technology
• Contributes to team effort by accomplishing related results as needed

• Other Duties: Please note this job description is not designed to cover all possible activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Minimum Qualifications:

• Minimum of High School Diploma
• Experience in customer service
• Microsoft Office Word/Excel/Outlook
• Exceptional documentation skills

Preferred Qualifications/Skills:

• Basic account billing and/or customer service background preferred
• Problem Solving
• Phone Skills
• Multi-tasking
• Detail Oriented
• Strong work ethic
• Flexible schedule
• College degree a plus

Supervisory responsibilities

This position has no supervisory responsibilities.

 

Work environment

This job operates in a professional office environment or remote.

 

Physical demands

Physical requirements include; visual acuity, speech, and hearing; hand and eye coordination and manual operate a computer keyboard and basic office equipment. Subject to sitting, standing, reaching, walking, twisting, and kneeling to perform the essential functions. Working conditions are primarily inside an office environment.

 

Travel required

No travel is expected for this position.

 

Work authorization/security clearance requirements

N/A

The Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other status protected under applicable federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. The company will also consider qualified applicants with criminal history in a manner compliant with federal, state and local laws.