SaaS Support Specialist
12 hours ago
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 Handtevys 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.
- Bachelors Degree preferred
- Knowledge 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
Pediatric Emergency Standards Inc. is an Equal Opportunity Employer and a Drug-Free Workplace. Flexible work from home options available.
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