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Senior Customer Support Specialist

2 months ago

Minneapolis, United States Select Source International Full time
Job Overview

Position: Senior Customer Support Specialist

Location: Remote

Contract Duration: 12 months

Role Summary:

This position involves some travel for necessary identification processes through a designated office.

Upon hiring, candidates will be required to visit the office for fingerprinting and identification verification.

We maintain a comprehensive list of facilities nationwide to facilitate this process.

Travel expenses for fingerprinting and subsequent visits for photo and ID card acquisition will be reimbursed.

Typically, this requires two trips to complete the necessary procedures.

Additional documentation will also need to be completed.

Key Responsibilities:

  1. Address customer inquiries regarding products, issues, or malfunctions through phone or chat.
  2. Diagnose customer concerns and recommend solutions for issues encountered during product usage or training.
  3. Utilize strong interpersonal skills and product knowledge to effectively respond to customer inquiries.
  4. Document customer interactions, troubleshooting steps, and recurring issues to enhance product quality and development.

Career Stream:

This role is part of the office support career stream, focusing on providing organizational support and services to team members.

The majority of responsibilities involve delivering support services under supervision.

Distinguishing Factors:

Autonomy: Experienced individual contributor providing assistance and training to junior staff.

Handles a variety of non-routine clerical and administrative tasks, including special projects.

Operates with limited supervision.

Organizational Impact: Contributes to daily objectives with significant influence on results within the job area.

Engages in tasks that are typically non-routine.

Innovation and Complexity: Implements minor adjustments in processes to resolve issues or enhance job effectiveness.

Expected to propose solutions independently for managerial review.

Communication and Influence: Interacts with both internal and external contacts to obtain and relay information of moderate importance.

Leadership and Talent Development: Responsible for guiding, coaching, and training colleagues within the job area.

Required Skills and Experience: Broad practical knowledge of operational systems and practices, typically acquired through extensive experience or education.

Company Overview

Select Source International (SSI) is a consulting firm specializing in IT, Health Care, and Engineering Services, established in 1998. Our consultants have consistently delivered exceptional services, earning recognition from clients and users across various Fortune 500 companies and mid-sized enterprises.