The Product Support Specialist will act as the support resource for Censis clients to ensure resolution and client satisfaction on support and technical issues. This position provides excellent support and customer service to all clients using CensiTrac products. This includes handling any customer CensiTrac issues and documenting all communications until case resolution.
Responsibilities:
- Serve as the main point of contact for internal and external customers to resolve outstanding technical and application issues, stay in sync with customer requests, and respond to client inquiries regarding the support of CensiTrac
- Independently solve and research complex technical and application-related customer inquiries by phone and email
- Facilitate the customer concern to higher tiers
- Coordinate with clients and appropriate internal departments to ensure clients are properly serviced
- Develop and maintain an in-depth understanding of the CensiTrac product suite
- Participate in (after-hours) on-call rotation
- Support applicable hardware related to CensiTrac (ex. printers, interfaces, scanners)
- Participate in process-improvement projects in the Technical Support department
Qualifications:
- Associates or bachelor’s degree in related area or equivalent experience
- 1-3 years of customer support, SaaS preferred
- Proficient in the use of Microsoft Office products
- Excellent presentation, writing, organizational, analytical, and problem-solving skills
- Experience using Zendesk, Salesforce, ServiceCloud or similar application preferred
- This role must support the Central or Eastern Time Zone
Interpersonal Skills / Characteristics:
- The Technical Support Specialist must be customer obsessed, a dedicated team player, and possess a “hands-on” approach and “can-do” demeanor. This person will be an excellent communicator with telephone etiquette and possess good interpersonal and listening skills. The ideal candidate will be highly analytical, data-driven, conclusive, organized, focused, strategic, practical, creative, and innovative. Strong problem-solving skills and the ability to multi-task are a must.
Travel:
- Position is remote but must be able to travel on-site to client locations 2-3 times/year.
Originally posted on Himalayas