Customer Support Specialist

4 weeks ago


Gaithersburg, Maryland, United States EMP Trust Solutions, LLC Full time
Customer Support Specialist

We are seeking a skilled Customer Support Specialist to provide timely and professional responses to customer inquiries via phone, email, or chat. This role requires strong technical analytical and troubleshooting skills, as well as excellent written and verbal communication skills.

Key Responsibilities:

  • Provide accurate and timely responses to customer inquiries
  • Support customers and end clients on answering questions, tracking issues, and coordinating with technical and sales support teams
  • Enter all correspondence and necessary information for problem resolution into our helpdesk tools
  • Manage and set customer expectations on timely resolutions of open requests
  • Serve as a customer advocate and interact with internal teams to solve customer issues

Requirements:

  • Associates or Bachelor's degree preferred
  • Exceptional candidates with strong educational credentials, web/computer knowledge, and good communication skills will be considered in lieu of experience
  • 1 year of experience serving in an external client-facing role supporting clients via phone or email
  • 12 years of experience using supporting or troubleshooting web-based applications
  • 12 years of experience working in a corporate environment supporting a product or software as a service (SaaS) solution
  • Experience with being managed to traditional customer support KPIs such as response time, resolution time, and customer satisfaction
  • Excellent written and verbal communication skills
  • Detail-oriented and organized with the ability to prioritize tasks in a deadline-sensitive environment
  • Strong technical analytical and troubleshooting skills
  • Must have a technical inclination and a basic understanding of computers, internet browsers, and software
  • Interest in cloud technology, SaaS, and Human Resources
  • A passion for delivering exceptional service
  • Ability to thrive in a team environment
  • Creative problem-solving capabilities, ownership of issues, and excellent organization and follow-up

Training:

Training will be provided on company's SaaS software and related help desk tools and components for selected candidates.

Candidates:

Candidates who are selected will be required to complete a background check and drug screening and must be qualified to work in the United States without a visa sponsorship. EMP Trust Solutions, LLC uses EVerify for workforce eligibility checks with the Department of Homeland Security system.



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