Customer Support Specialist

2 weeks ago


Herndon, United States FranConnect, LLC Full time

Description:
**Overview of Job Function**

**Principal Duties and Essential Responsibilities**
- Respond to incident and request escalations from the Help Desk and provide technical assistance to end users.
- Diagnose complex technical issues and involve appropriate resources to speed up problem resolution.
- Provide follow-up status to end users in accordance with specified support policies and procedures.
- Manage queue of issues, response times, and maintain high touch with each inquiry
- Work with tier 2 support to escalate issues, managing the priority and the proposed resolution times of those issues
- Track, manage, and report upon workloads, ticket patterns, and customer feedback
- Maintain customer relationships and initiate requests for conference meetings when appropriate to resolve issues in a timely manner.
- Increase personal knowledge of company's business environment with the goal of improving overall business alignment. Log all incoming incidents and requests as well as actions taken to resolve them.

**Requirements**:
**Minimum Requirements**:

- 1-5 years of experience in a customer support, help desk, or technical support role; experience supporting enterprise-level software solution a huge plus
- A collaborative nature and great oral and written communication skills
- Ability to work cooperatively and openly in a team environment
- Ability to work under pressure while remaining calm with a professional demeanor

**Preferred Requirements**:



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