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Technical Customer Support

Woburn, MA MA 01801

Posted: 09/27/2022 Employment Type: Direct Hire/Perm Job Category: Infrastructure & Helpdesk Job Number: 517971 Is job remote?: Yes Country: United States

Job Description


PRODUCT SUPPORT SPECIALIST seeking bright, articulate, detail-oriented applicants with a desire to join a world-class Product Team

. OVERVIEW As a Product Support Specialist, you are the gateway and front-line concierge to the customers. This role is critical to our mission to deliver timely and compassionate support AND a superior technical product experience to our customers. This job requires an action-oriented, flexible problem-solver who will delight in resolving customer support issues. You will utilize various software tools to navigate member accounts, research support requests, document technical issues, test new features, and communicate effective solutions in a fun and fast-paced environment. The ideal candidate is Internet savvy and has a technical aptitude for online tools and research. Our customers contact us primarily by phone and email, and we need someone who delights in resolving issues with good humor, patience, and empathy.

DAILY RESPONSIBILITIES

  • Provide technical support via phone calls and emails

• Independently resolve technical support issues and escalate cases when appropriate

• Provide online demonstrations and educate customers on product features as well as online help resources

• Document customer support contact information, technical issues, and requests

• Participate in special product development projects as required

• Test & evaluate new product features before release, including documenting test conditions and expected results • Interface with other departments to coordinate application testing and changes

• Create and update internal and external system and procedural documentation

  REQUIRED SKILLS

• Exceptional Communication – You are an active listener, and clarity in communication is important to you. You can resolve conflicts and set appropriate expectations with customers. You can consistently compose a grammatically correct, concise, and accurate written response to customer issues, and you can succinctly communicate technical information to a non[1]technical audience.

  • Emotional Intelligence – You're highly aware of your own and other people's emotions. You can recognize and regulate your behavior and manage your emotions to adapt to different customer support situations. You strive for high customer satisfaction and go out of your way to be helpful and compassionate.

  • Judgement/Problem Solving – You make appropriate decisions on behalf of the customer quickly and effectively. You are resourceful and think fast while on a call with a customer, balancing the immediate need with the big/longer-term picture.

• Initiative/Accountability – You take ownership of your work, doing what is needed without being asked, and you always follow through.

• Coachability – You have a desire to learn continually. You're receptive to feedback and continuous improvement.

 

• Efficiency – You can document customer account activities thoroughly and concisely. You're hardwired to plan ahead, manage time well, and think of better ways to do things. You effectively prioritize you work time to ensure efficiency.

• Tech Savvy – You have a love of technology. You can easily navigate the Internet, email, and Instant Messenger tools. Should have supported a web ap; ication.

QUALIFICATIONS

• Associate/Bachelor degree required

• 1-2 years proven customer service experience (ideally in the tech industry)

• Basic typing, phone, and computer navigation
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