Technical Support and Information Specialist

2 weeks ago

Silver Spring, Maryland, United States Copyright Clearance Center Full time
Job Overview

The Technical Support and Information Specialist will leverage exceptional communication and analytical skills to engage with key clients, promptly addressing a diverse range of inquiries. This role involves delivering essential technical assistance in backend operations to meet customer content delivery expectations. You will utilize and support various technological applications related to content management, document distribution, and copyright licensing. In our data-centric organization, you will analyze data patterns to identify gaps and opportunities in account support.

Key Responsibilities:

  • Ensure effective management and resolution of customer communications while achieving established business and productivity goals.
  • Utilize your expertise in software and systems to assist clients with technical challenges.
  • Engage with customized software configurations to address and resolve client inquiries.
  • Investigate, troubleshoot, diagnose, and resolve reported issues or escalate to the Development team as necessary.
  • Implement customer-requested configuration modifications within tailored software solutions.
  • Maintain ongoing technical proficiency in various applications, including proprietary software, serving as a global resource for Operations, Customer Service, and Implementation teams.
  • Confirm client comprehension of our solutions and provide additional education and training as required.
  • Propose solutions to enhance customer service and improve the overall client experience.
  • Document and communicate trends observed in customer interactions to management.
  • Support the link assist process to ensure seamless document fulfillment within the application suite.
  • Act as a dedicated Information Specialist for specific clients, providing regular account updates and responding to client requests.
  • Deliver outstanding customer service through empathy, compassion, and understanding.
  • May be responsible for additional tasks and results as assigned.

Qualifications:

  • 1-3 years of experience in customer-facing software support or a bachelor’s degree in a technical discipline preferred.
  • Proficient understanding of Windows operating systems.
  • Exceptional attention to detail and ability to manage multiple tasks under pressure.
  • Strong problem-solving skills and eagerness to learn new technologies.
  • Ability to effectively address complex client needs while demonstrating innovation and sound judgment.
  • Self-motivated and capable of working independently as well as collaboratively in a team setting.
  • Excellent verbal and written communication skills, with impressive telephone etiquette and the ability to quickly identify caller needs.
  • Experience with Salesforce, C#, and/or HTML is advantageous.

Success Attributes:

  • Confident under pressure, maintaining a positive outlook in challenging situations.
  • Asks insightful questions to accurately assess circumstances.
  • Quick learner, embracing new challenges and unfamiliar tasks.
  • Approaches conflicts as opportunities for growth.
  • Displays a proactive attitude in both favorable and adverse conditions, identifying and seizing new opportunities.
  • Understands customer needs and fosters effective client relationships.

Compensation: $58,000 - $70,000

The actual salary offered will be based on relevant education, training, certifications, experience, and other pertinent factors.

Additional Compensation: Annual performance bonus.

About Copyright Clearance Center:

A leader in voluntary collective licensing, Copyright Clearance Center is a premier information solutions provider for organizations globally. With extensive expertise in copyright, technology, content management, and metadata, we strive to advance copyright practices, enhance knowledge, and drive innovation. Our team is dedicated to harnessing the power of data, AI, and machine learning to facilitate strategic decision-making and foster business growth.

We are committed to creating a diverse, inclusive, and equitable workplace that cultivates opportunities for our team members and attracts talented individuals. Our environment promotes mutual respect and equal employment opportunities for all applicants and employees.

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