Customer Care Specialist

4 weeks ago

Orem, United States Therapy Brands, Inc. Full time

** Customer Care Specialist**

**Job Category****:** Customer Experience **Requisition Number****:** CUSTO01739 Showing 1 location **Job Details**

**Description**

The Customer Care Specialist is the second escalation point within the Customer Care Team for issues that cannot be resolved. In this role, you are a subject matter expert in our products, and youre responsible for troubleshooting and resolving complex non-generic customer issues requiring detailed systems and applications knowledge.

The hours for this position will be between 8AM to 5PM Mountain Time, Monday to Friday.

This Position Reports to:

Customer Care Manager

Responsibilities:

* Responsible for working with the client to resolve non-standard technical and workflow issues

* Responsible for having extensive product and industry workflow knowledge

* Provide product training and act as mentors

* Responsible for escalating technical issues that could not be resolved

* Act as a backup

* Provide after-hours coverage as part of an on-call rotation schedule for SLA support as needed

* Work continuously to increase product knowledge by reviewing escalated cases on a weekly basis

* Create technical bulletins to serve as a job aid and expand the knowledge base for handling support issues

* Ensure that all actions and discussions pertaining to issues escalated are completely documented in the CRM system

* Ensure customer and partner inquiries are responded to within established timeframes and customer care and technical support service levels are achieved

* Identify, prioritize and resolve reported problems including data, account administration, desktop hardware/software, including application issues.

* Responsible for maintaining and deploying systems via automated methods

* Research, resolve, and respond to end-user issues/problems received via email, telephone, or escalations, and provide support on desktop systems

* Other duties as assigned

* Document, maintain, upgrade and replace hardware and software systems

* Maintain, analyze, troubleshoot and repair computer systems, hardware and peripherals

* Provides end user training where required

* Agile working across Customer Experience spaces when needed, including Success, Services, and Implementation/Training

+ Knowledge Base content creation and cultivation, special projects, customer communications, product and tooling integration and validation, etc.

* Infrequent/occasional travel may be required for initial training and/or annual retreats

Core Competencies Needed for Success in the Role

* Outstanding customer focus skills

* Outstanding communication skills

* Outstanding technical and functional skills

* Outstanding data gathering and analysis skills

* Outstanding interpersonal skills

* Outstanding adaptability and stress tolerance; ability to shift between projects/tasks to keep up with workload

* Highly self motivated and directed, with attention to detail

Qualifications

* Excellent written communication and verbal skills, as well as strong listening skills

* Possesses strong customer relation skills

* Ability to handle multiple priorities

* Must speak fluent English

* Perform in an effective and timely manner all the tasks required

* Work collaboratively with other departments (e.g. Development, Product, Sales)

* Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions

* Methodically resolve the more difficult and complex production issues reported by customers and partners

* Experience working remotely and/or with distributed teams is a plus

Experience Required

* 3-5 years of experience in providing customer service

* 2-5 years of technical support experience

* 1-3 years of experience working in a remote environment preferred

**Skills**

**Education**

**Experience**

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