Technical Support Specialist I

4 days ago


Alpharetta, United States HireLiving, Inc. Full time

Job Summary

At HireLiving, Inc., we are seeking a skilled Technical Support Specialist I to join our team. As a Technical Support Specialist I, you will be responsible for providing exceptional customer service to end-users, both domestically and internationally, in an inbound call center environment.

Key Responsibilities

  • Act as a primary responder for inbound phone calls, emails, and/or chat from customers in a prompt, professional, and thorough manner.
  • Resolve general inquiries or direct them to other team members when appropriate, handling a high volume of calls with ease.
  • Assist with onboarding and new customer account setups, ensuring a seamless experience for our customers.
  • Provide customer-centric support with a sense of urgency, leveraging product knowledge to troubleshoot product inquiries and potential technical difficulties.
  • Document all customer interactions and system issues in our CRM tool, analyzing statistics and maintaining customer materials.
  • Escalate customer issues to the appropriate team level, ensuring timely resolution.
  • Collaborate with colleagues to share information and provide effective support, utilizing strong listening, verbal, written, and interpersonal skills.

Requirements

  • 2+ years of software customer support experience.
  • Previous customer service experience via phone.
  • Ability to resolve on-demand customer issues over the telephone.
  • Demonstrated ability to finesse and diffuse difficult interactions with customers.
  • General PC and application knowledge, including Microsoft Office suite of tools and web browsers.

Preferred Qualifications

  • 2-4 year college degree.
  • Strong virtual presentation skills.
  • Prior experience within a Software as a Service (SaaS) organization.
  • Bilingual.


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