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Customer Support Specialist
2 months ago
We are seeking a highly skilled and customer-focused Customer Support Specialist to join our team at Converge Technology Solutions. As a key member of our Managed Services team, you will be responsible for providing exceptional support to our clients, leveraging your technical expertise and customer service skills to resolve a wide range of challenges in a fast-paced environment.
Key Responsibilities- First-Level Support: Provide timely and courteous support to clients via various communication channels, including phone, email, and chat.
- End-to-End Support: Maintain responsibility for client support needs, ensuring that issues are resolved efficiently and effectively.
- Process Adherence: Participate in and adhere to all standard operating procedures, ensuring that support is delivered in accordance with established service levels.
- Knowledge Management: Assist in the development and improvement of work instructions, procedures, and documentation, as well as contribute to the growth of our knowledge management databases.
- Mentorship and Training: Mentor and assist with training new Customer Support Specialists, ensuring that they have the necessary skills and knowledge to provide exceptional support.
- Queue Management: Conduct regular queue management to ensure adherence to standard operating procedures and optimize support delivery.
- Skills Development: Maintain a high level of technical skills to handle incidents and requests in line with established service levels.
- Intelligence Gathering: Provide feedback on intelligence gained through customer interactions, informing process improvements and knowledge growth.
- Excellent Communication Skills: Possess excellent verbal and written communication skills, with the ability to professionally respond to client inquiries.
- Technical Writing Experience: Have experience with technical writing, with the ability to create clear and concise documentation.
- Problem-Solving Skills: Demonstrate innovative, team-oriented problem-solving skills, with the ability to think critically and resolve complex issues.
- Interpersonal and Customer Service Skills: Possess excellent interpersonal and customer service skills, with a strong commitment to providing quality service.
- Organizational and Time Management Skills: Demonstrate excellent organizational, time management, and follow-through skills, with the ability to prioritize tasks and delegate when necessary.
- Technical Skills: Have experience troubleshooting Microsoft Office and other technical tools, with the ability to learn and adapt to new technologies.
- Ethical and Critical Thinking: Possess strong ethical and critical thinking skills, with the ability to make informed decisions and resolve complex issues.
- High School Diploma or Equivalent: Possess a high school diploma or equivalent, with a minimum of 2 years' experience in a customer service role.
- Call Center Experience: Have experience working in a call center environment, with a strong understanding of customer service principles and practices.
- Prolonged Sitting: Prolonged periods of sitting at a desk and working on a computer.
- Lifting: Must be able to lift up to 15 pounds at times.
