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Customer Support Technician
2 months ago
Overview:
Our client, a prominent player in innovative mobile software solutions, is seeking a qualified Technical Support Specialist to enhance their operational team.
Role Summary:
The selected candidate will report directly to the Director of Digital Services and will be tasked with providing exceptional customer support through thorough analysis and resolution of all digital service offerings.
Key Responsibilities:
- Conducting research, diagnosing, troubleshooting, and identifying solutions to resolve system-related issues.
- Configuring and implementing new client setups using backend software systems.
- Managing multiple projects for both new and existing clients while keeping key stakeholders and various teams informed.
- Documenting technical knowledge for the benefit of broader support teams.
- Monitoring and responding to open tickets submitted via an incident management system.
- Prioritizing and addressing service requests and incidents efficiently.
- Identifying root causes of application errors and escalating issues as needed.
- De-escalating situations involving dissatisfied clients, providing assistance and support.
- Documenting processes and tracking application performance metrics.
- Offering front-end support to clients and colleagues across different departments.
- Resolving incidents and fulfilling client requests promptly while ensuring high levels of customer service.
- Collaborating with the digital services team to define and refine product goals, roadmap, priorities, and strategies based on customer insights.
Key Requirements:
3-5 years of demonstrated experience in a customer-centric role with technical knowledge of the company's products and services.
Strong analytical and problem-solving capabilities.
Familiarity with programming languages such as SQL, Java, XML, Python, and .Net.
Extensive experience in technical troubleshooting.
Proven ability to manage and prioritize multiple projects simultaneously.
Elgen Staffing is recognized as the fastest-growing staffing agency in New Jersey. With a profound understanding of contemporary hiring trends and technologies, we effectively leverage the most efficient recruiting methods to connect the best candidates with suitable positions across various markets and industries.
