Customer Support Specialist
5 days ago
Job Summary:
Pediatric Emergency Standards Inc. is seeking a highly motivated and customer-focused Support Specialist to join our dynamic team. As a key member of our support team, you will be responsible for providing top-tier support to our clients, troubleshooting technical issues, and delivering an exceptional customer experience.
Key Responsibilities:
Customer Support:
Serve as the first point of contact for customers, addressing both technical and general inquiries through phone and email in a prompt and professional manner.
Technical Troubleshooting:
Diagnose and resolve technical issues related to software, hardware, and network connectivity. Escalate complex problems to the appropriate internal teams when necessary.
Knowledge Management:
Document all interactions, troubleshooting steps, and resolutions in Handtevy's ticketing system (Freshdesk).
Product Education:
Guide customers through the features of products, providing step-by-step assistance to ensure they can maximize the value of the tools and services.
Collaborative Problem-Solving:
Work closely with other departments such as IT, Customer Success, and Clinical to ensure a seamless customer experience.
Continuous Learning:
Stay up-to-date with the company's product updates, new releases, and emerging technologies to provide accurate and informed support.
Requirements:
- Bachelor's Degree preferred
- Knowledge of (prior use preferred) of; MS Office (Word, Excel, PowerPoint & Outlook), Salesforce
- Self-motivated with a desire to achieve results
- Professional demeanor and exceptional phone presence
- Aptitude to learn quickly, apply your learning and grow professionally
- Active listener and articulate communicator
- Ability to understand customer needs and respond with empathy and patience.
- Highly organized with excellent time management skills
- Written communication skills
Work Location:
- Davie, FL
- Full Time
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