Customer Solutions Specialist

2 weeks ago


Tampa, Florida, United States NESCO Inc Full time

Position Overview:

  • Address and resolve inquiries from both internal and external clients during the phases of installation, operation, maintenance, or issues related to product application or compatibility.
  • Contribute to the organization's objectives in customer satisfaction, growth, and operational excellence.

Core Responsibilities:

  1. Client Assistance:
    • Diagnose software application challenges and suggest corrective measures.
    • Execute internal escalation protocols.
    • Create procedures, methodologies, best practices, and documentation to ensure consistent, reliable, and superior technical support.
    • Serve as a client advocate, addressing issues that affect client operations concerning products/software.
  2. Technical Evaluation:
    • Examine, replicate, troubleshoot, and resolve technical challenges related to specific and general functionalities of products/software and associated third-party integrations (if applicable).
    • Maintain comprehensive knowledge of the products/software.
    • Record client information and recurring technical challenges to improve product quality initiatives and product development.
  3. Team Collaboration:
    • Utilize various systems/tools to troubleshoot diverse issues.
    • Collaborate with different departments to ensure software products align with client requirements.

Job Requirements:

  • Education:
    • Bachelor's degree in Business Administration, Computer Science, or a related discipline.
    • Alternatively, 4 years of relevant experience.
  • Skills and Competencies:
    • Fundamental understanding of network, server, and software methodologies and their interconnections.
    • Proven interpersonal skills and technical product expertise.
    • High level of accuracy and proficiency in identifying and diagnosing problems in moderately complex scenarios.
    • Strong verbal and written communication skills, including business writing, grammar, and punctuation for client correspondence.
    • Ability to communicate and collaborate across various teams and locations.
    • Proven ability to work independently and as part of a team with minimal oversight.
    • Proactive in effectively executing responsibilities.
    • Demonstrated capacity to learn, support change management, and quickly assimilate new information.
    • Ability to exercise independent judgment/discretion for escalating more complex issues or situations.
    • Capability to mentor less experienced representatives in fundamental procedures.

Work Environment:

  • Willingness to work any shift, including weekends, holidays, and/or overnight as required.


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