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Summary:
- The Customer Support Specialist is primarily responsible for managing and tracking support tickets and solving issues generated from users of CaseWorthy’s multi-product platforms.
- This work involves frequent interaction with customers via telephone and email to deliver quality solutions in a timely manner.
- The position involves developing and maintaining support resources made available to customers and other support and training-related projects.
Responsibilities:
- Receive, investigate, and respond to customer inquiries in a thorough and timely manner.
- Track open tickets that require follow-up, driving those items to resolution.
- Document customer interaction within each support ticket.
- Distinguish between user errors, bugs, and platform enhancement requests.
- Decide when to escalate support tickets to another level or organization and ensure that those escalations are completed effectively and efficiently.
- Develop and maintain support resources and documentation, including knowledge base articles, manual updates, etc.
- Relay feedback on the product to the Product team.
- Test new releases in a testing environment as requested by Test team.
- Participate in periodic on-call rotation for after-hours emergency support calls.
- Ability to travel nationwide, up to 10% annually.
- Performs other duties as assigned.
Requirements:
- 2+ years’ experience in customer support / call centers.
- Proven ability to delight customers.
- Excellent communication skills.
- Strong analytical skills and attention to detail are required.
- Previous experience with CRM or support software.
- Software support experience.
- Familiarity with database applications and general computer knowledge, such as Microsoft Windows Server, IIS, and SQL Server.
- Associate or bachelor’s degree preferred.
- Experience with Salesforce CRM or JIRA a plus.
- Human Services industry experience is a plus.
