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Customer Support Specialist
2 months ago
Converge Technology Solutions is seeking a highly skilled Customer Support Specialist to join our team. As a key member of our Managed Services team, you will be responsible for providing exceptional customer service and technical support to our clients.
Key Responsibilities:- Provide first-level support for inbound interactions and requests from end-users, staff, and patients.
- Maintain end-to-end responsibility for end-users' support needs, providing timely, reliable, and courteous service.
- Participate in and adhere to all standard operating procedures.
- Assist with the development and improvement of work instructions, procedures, and documentation.
- Exceptional attendance is a must.
- Mentor and assist with training new Customer Support Specialists.
- Assist other Customer Support Specialists by acting as a touchpoint to hand off in-depth issues before escalating out of the Level 1 support group.
- Conduct regular queue management to ensure adherence to standard operating procedures.
- Maintain an appropriate level of skills to handle incidents and requests in line with established service levels.
- Provide feedback of intelligence gained through customer interactions.
- Make or suggest updates to the Knowledge within the Knowledge Management databases.
- Other duties as assigned.
- Excellent verbal and written communication skills.
- Technical writing experience.
- Innovative, team-oriented problem solver.
- Excellent interpersonal and customer service skills.
- Excellent organizational, time management, and follow-through skills.
- Ability to prioritize tasks and to delegate them when appropriate.
- Ability to function well in a high-paced and at times stressful environment.
- Experience troubleshooting Microsoft Office.
- Ethical and Critical Thinking.
- Ability to type at least 25 words a minute.
- High school diploma or equivalent.
- 2 years' experience working in a customer service role preferred but not required.
- Call Center experience preferred but not required.
Converge Technology Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
