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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.
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Analyze customer issues and questions, including inoperability or inaccessibility of a system, module, or function.
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Take appropriate action to resolve the problem in a timely manner to meet or exceed customer expectations.
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Track customer reported problems following ticketing procedures.
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Effectively work with internal resources and 2nd level support groups as needed for ticket resolution.
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Ensure timely follow-up and resolution of customer requests following established severity level guidelines and Expected Completion Dates.
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Maintain ongoing communication with internal departments (i.e. Sales, Marketing, Product Support) to ensure customer satisfaction.
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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.
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Ensure individual/departmental objectives are met.
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Complete various administrative activities (e.g. time reporting, email, vmx…).
Qualifications
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Bachelor’s degree in communication or business is preferred or any stream.
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Customer service prior experience is required.
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PC experience in a Windows operating environment with strong typing ability preferred.
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Proficiency in Microsoft Office Suite (Word, Excel, Outlook) preferred.
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Customer service experience preferred.
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Bi-lingual preferred (English and Spanish, Portuguese, Mandarin, etc).
Requirements
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Excellent interpersonal, verbal, and written communications.
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Ability to work with minimal supervision and, in some cases, such as off peak hours, weekends, and holidays.
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Ability to proactively anticipate customer needs and make recommendations to meet those needs.
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Be flexible with working hours.
Benefits
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Competitive total compensation.
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Flexible/remote work.
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Leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.
