Customer Support Specialist I

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Requirements:

• 1-2 years of experience in SaaS-based product support & troubleshooting preferred.
• Solid desire to help people and provide quality customer service.
• Strong analytical, diagnostic, and problem-solving skills with ability to work independently and can prioritize and handle multiple outstanding tasks.
• Ability to work under pressure and a tight schedule.
• Capacity to work with cross-functional partners.
• Knowledge of Microsoft SQL Server, Windows Server 2008-2016, IIS Web Server, HTML.
• Strong technical documentation & writing skills.
• Skill to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to speak with customers with varying degrees of skill and knowledge.

Responsibilities:

• Troubleshoot software bugs and data-related issues for customers.
• Troubleshoot technical issues resulting from environmental issues (i.e., network, IIS, virus scanning etc.).
• Respond to customer inquiries through the support ticketing system by email, chat, telephone, and meeting software for all products.
• Prioritize support cases and inform customers of ticket status, progress, timelines throughout the process of the ticket.
• Collaborate in creating articles to communicate issues, steps to resolve, and tips for customers and internal agent use.
• Assist customers in understanding and training on new enhancements and features of the software.
• Assist in creating documentation to cover support topics, enhancement and version upgrade notices, and other customer related items.