Full-Time Customer Support Specialist

Role DescriptionAs our Customer Support Specialist, you will be primarily responsible for front line technical support of our product solutions. Manage customer support tickets, calls and emails within service level agreement requirements, including confidential information. Manage technical escalations with consistency and care, implementing new tactics to de-escalate issues. Identify, evaluate and resolve customer computer, system, server and user related issues. Document issues and resolution progress. Educate/train internal team members on processes, products and technical escalations. Educate/train customers on solutions current status, delivery alternatives and announced updates. Enhance program and product awareness with focused messaging. Identify and propose potential system and customer relationship enhancements, including upsell opportunities. Interpret and communicate specialized technical material into information usable by customers. Work with cross-functional teams to ensure customer objectives are met, including offering recommendations as a stakeholder participant on new feature design.

Qualifications2+ years of experience in customer service and software support. Proficiency in Windows and Microsoft Office, and a general understanding of website functionality and related technologies. Proficiency in updating and managing CRM; Salesforce preferred. Training experience with the ability to adapt facilitation style to engage your audience. Ability to learn and assimilate new information quickly. Ability to evaluate and define customer and system needs. Ability to work within a team environment to achieve results. Attention to detail with excellent planning, follow through, reliability, organizational skills, and ability to define and deliver on priorities. Ability to drive results through effective communication, product and industry knowledge (service), and service-oriented problem solving. Ability to drive results through NAVEX core competencies of accountability, customer focus, drives results and instils trust.

What is the last date for applying to the job?

Which countries are accepted for this remote job?