SaaS Support Specialist

12 hours ago


Fort Lauderdale, Florida, United States PEDIATRIC EMERGENCY STANDARDS INC Full time
Job Overview

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.
Requirements
  • 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
Work Environment

Pediatric Emergency Standards Inc. is an Equal Opportunity Employer and a Drug-Free Workplace. Flexible work from home options available.



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