Customer Support Excellence Specialist
6 days ago
We are seeking a highly skilled Customer Success Support Analyst to join our team at Sharetec. In this role, you will be responsible for delivering exceptional customer service and support via remote connections.
Responsibilities- Use a technical and analytical approach to deliver service and support to end users;
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;
- Gather customer's information and determine the issue by evaluating and analyzing the symptoms;
- Diagnose and resolve technical software issues;
- Research required information using available resources;
- Identify and escalate priority issues per client specifications;
- Accurately process and document case transactions using a designated tracking software;
- Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business;
- Organize ideas and communicate oral messages appropriate to listeners and situations;
- Follow up and make scheduled callbacks to customers where necessary;
- Stay current with system information, changes and updates.
- High school diploma or equivalent required; Associates or higher in Business or Computer Science preferred;
- 2+ years direct customer service in the financial services industry;
- Ability to communicate clearly via verbal, written or typed media through a provided telephone and computer;
- Some technical knowledge is a plus; however, a willingness to learn is necessary;
- Ability to maintain effectiveness when experiencing major changes in work tasks or work environment;
- Ability to deal effectively with others in antagonistic situations;
- Willingness to establish proper courses of action to ensure that work is completed efficiently and on time;
- High standards of performance for self;
The starting salary for this position is $45,000 per year.
LocationThis is a full-time, exempt, hybrid-remote position that can be located at one of our office sites in Ft. Wayne, IN; Waco, TX; or Canfield, OH. For the right candidate, fully remote work is also an option.
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