Customer Support Senior Specialist
Department: Customer Experience Work Arrangement: Remote Schedule: US Hours (EST)
About the Role
We are looking for a Customer Support Senior Specialist who will serve as a frontline for our client, who builds easy-to-use software that lets healthcare organizations automate their purchasing, inventory management, invoicing, and payments processes. Our client helps thousands of facilities, and their staff reduce their expenses and time spent procuring items so they can direct more time and effort toward caring for their patients and residents.
If you have a passion for technology, enjoy providing value to customers, and are looking for a company that will help you develop your career, we want to talk to you!
This position is responsible for providing support for our clients proprietary e-commerce software to external and internal clients. The Customer Senior Support Specialist answers questions and/or resolves issues for customers via telephone and email/and ticketing system. This position serves as the primary contact for effectively identifying issues and using effective troubleshooting techniques to resolve client software issues.
What You Will Do
Respond to technical support requests from end-users via phone, email, and chat.
Diagnose and troubleshoot basic technical issues related to software, hardware, and network connectivity.
Provide clear and concise instructions to users for resolving technical problems.
Document all support interactions and solutions in the help desk ticketing system.
Escalate complex technical issues to Tier 2 or Tier 3 support teams as necessary.
Follow established procedures and guidelines for incident resolution and escalation.
Maintain up-to-date knowledge of company products, services, and support policies.
Assist with user account setup, password resets, and access issues.
Participate in ongoing training and professional development to stay current with industry trends and technologies.
Provide excellent customer service and ensure a positive user experience.
Provide timely and effective customer support and issue resolution via emails, phone calls, etc.
Use the internal customer knowledge base (Salesforce) to research and take appropriate corrective action.
Track and document client interactions in the company ticketing system (Salesforce Service Cloud)
May perform data entry as needed
Run basic customer reports
Inform appropriate internal personnel of any problems or concerns expressed by customers and escalate as need be
Perform other duties as assigned action
What you'll need
High school diploma or equivalent; additional technical certifications or coursework are a plus.
Previous experience in a technical support or customer service role is preferred.
Strong technical aptitude and ability to quickly learn new software and technologies.
Excellent verbal and written communication skills.
Strong problem-solving skills and attention to detail.
Ability to work independently and as part of a team.
Previous experience using help desk ticketing systems and remote support tools a plus
Familiarity with common operating systems (Windows, macOS, Linux) and office productivity software.
Basic understanding of networking principles and internet connectivity.
Physical Requirements
Ability to sit for extended periods of time while working at a computer.
Ability to use a telephone and computer keyboard for extended periods of time.
Work Environment
Fast-paced, office environment.
May require occasional evening or weekend work to meet business needs.