Technical Support Associate

7 days ago


Watertown, Massachusetts, United States Liaison International Full time
Job Description

Purpose:

Liaison International seeks a Technical Support Associate to join its call center team. As an entry-level support specialist, you will be responsible for responding to clients via phone and email, managing support cases, and collaborating with other departments in Operations to resolve client issues.

Key Responsibilities:

  • Troubleshoots client issues via telephone, email, or web conferencing software.
  • Documents customer inquiries by recording inquiry and response in Salesforce.
  • Delivers new client training to large and small groups via web conferencing software.
  • Escalates reported issues to the Tier 2 support team and follows up with support and clients regarding resolution.
  • Works closely with the Customer Solution Management team on CAS-specific issues and projects.

Requirements:

  • Bachelor's degree is strongly preferred.
  • Strong communication skills, both written and verbal.
  • Flexibility to work shifts between 9AM and 8PM.
  • Previous telephone and written support experience.
  • Demonstrated experience with MS Office Suite and web-based information sources.
  • Exceptional time management skills in a fast-paced environment.

Estimated Salary: $45,000 - $55,000 per annum.



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