Technical Support Specialist
4 weeks ago
As a Technical Support Agent at Vets Hired, you will play a crucial role in ensuring our customers receive exceptional support and service. This position reports to the Lead Technical Support Agent and is part of the Customer Success Team.
Key Responsibilities- Utilize the service desk software system (Jira) to process and respond to customer inquiries, feedback, and complaints.
- Serve as the technical support hotline on-call person during pre-defined technical support hours.
- Improve service desk responses and contribute support-related articles to a knowledge base platform.
- Adhere to and contribute to the continuous improvement of our Quality Management System.
- Collaborate with the Customer Success, Product, and Engineering teams to resolve customer issues and design solutions based on customer feedback.
- Support the QA team in reproducing issues when needed.
- Provide metrics and insight into customer inquiries, feedback, and complaints.
- Bachelor's degree in a related field with customer support experience.
- Two+ (2+) years of experience with demonstrated success in providing customer support.
- Experience in resolving technology-based issues.
- Experience in designing solutions that are client-focused and based on the feedback and needs of the customer.
- Strong interpersonal skills to mobilize internal resources to address customer feedback.
- Strong organizational skills along with solid decision-making skills.
- Strong analytical and interpersonal skills, proven track record of effectively and efficiently resolving customer inquiries.
- Initiative, sense of urgency, passion, energy to succeed and thrive in fast-paced, entrepreneurial culture.
- Demonstrated initiative and creativity.
- Strong verbal and written communication skills.
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