Customer Support Excellence Specialist

6 days ago


Fort Wayne, Indiana, United States Northern Data Systems Full time
About the Role

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.
Requirements
  • 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;
Compensation Details

The starting salary for this position is $45,000 per year.

Location

This 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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