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Customer Support Technician

2 months ago

Charlotte, North Carolina, United States InVue Full time

Position Overview

We are seeking a dedicated and enthusiastic individual with a strong background in technology to fulfill the role of Technical Support Specialist at InVue. This position involves direct engagement with our clients to ensure exceptional customer satisfaction through effective product guidance, training, and consulting services. As a key advocate for our customers, you will work diligently to address concerns and enhance operational processes.

Key Responsibilities

  • Achieve a high level of expertise with InVue's product offerings, troubleshooting issues via various communication channels including email, chat, and phone.
  • Maintain a positive and professional rapport with clients by providing ongoing education on product usage and clearly communicating the causes and solutions for any issues, ensuring customers feel confident in product performance.
  • Reproduce issues as necessary to gain a comprehensive understanding of symptoms and potential causes.
  • Assess the severity and urgency of each issue based on its impact on the client's business operations.
  • Oversee all active technical service requests to guarantee timely resolution of customer issues, including level two support.
  • Collaborate with cross-functional teams to discuss and resolve issues, escalating when required.
  • Continuously update and enhance the Help Center, ensuring content is accurate and aligned with user needs.
  • Document best practices in our help center to improve the quality and efficiency of the Customer Care Department.
  • This role may require support during weekends, with shifts on Saturday and Sunday being 12 hours.
  • Part-time opportunities may be available for qualified candidates.

Qualifications

  • Proven ability to conduct end-to-end problem analysis, demonstrating a solid track record of investigating issues from inception to resolution.
  • Ability to clearly articulate technical issues and tailor communication to the audience.
  • Experience in technical writing, capable of documenting complex processes and creating user-friendly guides.
  • Experience deploying SaaS solutions in various company sizes, from startups to enterprises.
  • Familiarity with both hardware and software environments, with a capacity to quickly learn new products.
  • Demonstrated experience with the Zendesk Suite.
  • Ability to thrive in a dynamic, fast-paced environment.
  • Fluency in Spanish is a significant advantage.