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Customer Support Technician

2 months ago

Charlotte, North Carolina, United States InVue Full time

Position Overview

We are seeking a dedicated and innovative individual to fill the role of Technical Support Specialist at InVue. This position requires a proactive approach and a strong affinity for technology to ensure our customers receive the highest level of support and satisfaction.

Key Responsibilities

  • Develop a deep understanding of InVue's product offerings, providing troubleshooting assistance through various communication channels such as email, chat, and phone.
  • Maintain a positive and professional rapport with customers by offering ongoing education on product usage and clearly communicating the resolution of issues.
  • Reproduce customer-reported issues to fully comprehend symptoms and underlying causes.
  • Assess the severity and urgency of technical issues based on their impact on customer operations.
  • Oversee all active technical service requests to ensure timely resolution, including providing level two support.
  • Collaborate with cross-functional teams to address and resolve customer concerns, escalating issues when necessary.
  • Continuously update and enhance the Help Center content to ensure it meets user needs and remains accurate.
  • Document best practices to improve the efficiency and quality of the Customer Care Department.
  • This role may require support during weekends, with shifts lasting 12 hours on Saturdays and Sundays.
  • Part-time opportunities are available for qualified candidates.

Qualifications

  • Proven ability to conduct end-to-end problem analysis, understanding the sequence of events leading to issues.
  • Ability to clearly articulate technical problems and tailor communication to the audience.
  • Experience in technical writing, capable of documenting complex processes and creating user-friendly guides.
  • Experience in deploying SaaS solutions for various company sizes.
  • Familiarity with both hardware and software environments, with a quick learning ability for new products.
  • Demonstrated experience with Zendesk Suite.
  • Ability to thrive in a dynamic, fast-paced environment.
  • Fluency in Spanish is a significant advantage.