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Technical Support Specialist

2 months ago

Atlanta, Georgia, United States Exela Enterprise Solutions Full time
About the Role

As a Client Services Associate (CSA) in the Technical Support department within the Customer Service category, you will serve as a key liaison between Exela Enterprise Solutions and our clients, providing exceptional support and assistance.

Key Responsibilities
  • Client Support: Act as the primary point of contact for clients seeking technical support, promptly responding to inquiries and providing expert technical assistance and troubleshooting guidance.
  • Issue Resolution: Diagnose problems and guide clients through resolution steps, documenting all client interactions, inquiries, and resolutions accurately and comprehensively.
  • Collaboration: Collaborate closely with internal technical teams to escalate complex issues and ensure timely resolution, advocating for clients and providing regular updates on the status of their cases.
  • Product Knowledge: Assist clients with product setup, configuration, and customization, offering guidance and best practices to optimize their use of our offerings.
  • Client Education: Educate clients on product features, functionalities, and updates, ensuring they have the knowledge and resources needed to leverage our solutions effectively.
  • Process Improvement: Identify trends or recurring issues in client inquiries and work proactively to address root causes, contributing to ongoing improvements in product quality and customer satisfaction.
  • Feedback and Development: Provide feedback to internal teams based on client insights and experiences, advocating for enhancements or new features to meet client needs and expectations.
  • Professional Development: Participate in ongoing training and professional development activities to stay current on product knowledge, technical skills, and industry trends.
Requirements
  • Education: Associate's or bachelor's degree in hospitality management, business administration, or a related field, or an equivalent combination of education and relevant experience.
  • Experience: Minimum of 2 years of experience in a customer service or technical support role, preferably in a technology-related industry.
  • Skills: Strong technical aptitude, proficiency with computer systems, software applications, and troubleshooting methodologies; excellent communication skills, both verbal and written.
  • Certifications: Familiarity with ITIL (Information Technology Infrastructure Library) principles and best practices for IT service management; certification in relevant technical areas such as CompTIA A+, Microsoft Certified Professional (MCP), or similar credentials.