Technical Support Specialist

4 weeks ago

Westminster, Colorado, United States NESCO Inc Full time
Job Summary

As a Technical Customer Support Specialist at Nesco Resource, you will be responsible for providing exceptional customer service to our diverse client base. Your primary goal will be to engage with customers in a friendly, empathetic, and professional manner to establish rapport and build trust.

Key Responsibilities

• Actively listen to customer concerns, ask clarifying questions, and demonstrate genuine care for our customer's technical issues.
• Thoroughly review all customer communication, using plain language to ensure understanding, and asking for feedback to ensure effective communication.
• Provide quick responses to customer requests, helping to ensure team SLAs are met.
• Proactively manage individual queues and backlogs, addressing and resolving aging requests to ensure timely and efficient handling while maintaining optimal workflow.
• Document customer interaction for each case, including contact information, how the customer is experiencing the issue and troubleshooting steps.

Requirements

• 2 years of experience supporting customers via chat, email, and phone.
• Customer-focused approach that ensures all interactions and solutions are tailored to meet the needs of our diverse customer base.
• Technical proficiency and familiarity with computer systems, software, and Google Suite.
• Excellent communication skills, including active listening, empathy, and patience with the ability to adapt communication styles to different audiences.
• Time management and prioritization skills, enabling high-quality and time-sensitive customer communications.
• Attention to detail while working through issue discovery and documenting case notes.
• Able to maintain composure and professionalism during high-pressure situations.
• Troubleshooting skills to swiftly identify, diagnose, and resolve technical issues, ensuring minimal downtime and optimal system functionality for customers.

What We Offer

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services. We provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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