Product Support Specialist
Product Support Specialist
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Act as the support resource for Censis clients to ensure resolution and client satisfaction on support and technical issues. This position provides excellent support and customer service to all clients using CensiTrac products. This includes handling any customer CensiTrac issues and documenting all communications until case resolution.
Responsibilities:
- Serve as the main point of contact for internal and external customers to resolve outstanding technical and application issues stay in sync with customer requests and respond to client inquiries regarding the support of CensiTrac
- Independently solve and research complex technical and applicationrelated customer inquiries by phone and email
- Facilitate the customer concern to higher tiers
- Coordinate with clients and appropriate internal departments to ensure clients are properly serviced
- Develop and maintain an indepth understanding of the CensiTrac product suite
- Participate in (afterhours) oncall rotation
- Support applicable hardware related to CensiTrac (ex. printers interfaces scanners)
- Participate in processimprovement projects in the Technical Support department
Qualifications:
- Associates or bachelors degree in related area or equivalent experience
- 13 years of customer support SaaS preferred
- Proficient in the use of Microsoft Office products
- Excellent presentation writing organizational analytical and problemsolving skills
- Experience using Zendesk SalesForce ServiceCloud or similar application preferred
Interpersonal Skills / Characteristics:
- The Technical Support Specialist must be customer obsessed a dedicated team player and possess a handson approach and cando demeanor.
- This person will be an excellent communicator with telephone etiquette and possess good interpersonal and listening skills.
- The ideal candidate will be highly analytical datadriven conclusive organized focused strategic practical creative and innovative. Strong problemsolving skills and the ability to multitask are a must.
Travel:
- Position is remote but must be able to travel onsite to client locations 23 times/year.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
