Role Description

The Customer Service Specialist I is responsible for providing the first level of technical support for products and services. This position will work with customers and internal support teams to assist with troubleshooting and problem resolution.

• Analyze customer issues and questions, including inoperability or inaccessibility of a system, module, or function.
• Take appropriate action to resolve the problem in a timely manner to meet or exceed customer expectations.
• Track customer reported problems following ticketing procedures.
• Effectively work with internal resources and 2nd level support groups as needed for ticket resolution.
• Ensure timely follow-up and resolution of customer requests following established severity level guidelines and Expected Completion Dates.
• Maintain ongoing communication with internal departments (i.e. Sales, Marketing, Product Support) to ensure customer satisfaction.
• Identify and assess departmental/individual training needs and take the necessary steps to keep abreast of products and services as well as enhancements and upgrades.
• Ensure individual/departmental objectives are met.
• Complete various administrative activities (e.g. time reporting, email, vmx…).

Qualifications

• Bachelor’s degree in communication or business is preferred or any stream.
• Customer service prior experience is required.
• PC experience in a Windows operating environment with strong typing ability preferred.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) preferred.
• Customer service experience preferred.
• Bi-lingual preferred (English and Spanish, Portuguese, Mandarin, etc).

Requirements

• Excellent interpersonal, verbal, and written communications.
• Ability to work with minimal supervision and, in some cases, such as off peak hours, weekends, and holidays.
• Ability to proactively anticipate customer needs and make recommendations to meet those needs.
• Be flexible with working hours.

Benefits

• Competitive total compensation.
• Flexible/remote work.
• Leadership team committed to fostering an inclusive, collaborative, and transparent organizational culture.