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Support Specialist

Posted 1 day agoViewed

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💎 Seniority level: Junior, 2-5 years

📍 Location: United States

🔍 Industry: IT/Healthcare IT

🏢 Company: CRIO

🗣️ Languages: English

⏳ Experience: 2-5 years

🪄 Skills: Data AnalysisJiraCommunication SkillsRESTful APIsDocumentationProblem-solving skillsTroubleshootingCross-functional collaborationTechnical supportCRMScriptingCustomer supportCustomer SuccessSaaS

Requirements:
  • 2-5 years of experience in Technical Support, Customer Support/Success
  • Demonstrated career progression, including leadership impact
  • Enterprise (B2B) Client Support experience with a SaaS product; ideally in IT/Healthcare IT landscape
  • A strategic thinker with strong analytical and research skills who can use data and resources to find solutions
  • Strong organizational and time management skills.
  • Flexible schedule
  • Experience working with offshore support resources preferred
  • Highly self motivated
  • Has worked with remote teams and effective communication in a digital/remote landscape
  • Excellent written and verbal communication abilities.
  • Ability to multitask and work efficiently in a team-oriented environment.
Responsibilities:
  • Identify and troubleshoot common client incidents.
  • Research issues using CRIO resources and test solutions in sandbox environments.
  • Document incidents, workarounds, and resolutions for future reference.
  • Escalate complex technical issues as needed.
  • Work with Customer Experience (CX) teams to highlight critical client concerns.
  • Coordinate with the Product Team to escalate support tickets requiring Engineering intervention.
  • Develop expertise in CRIO systems, completing all required modules and certifications.
  • Reference standard operating procedures (SOPs) to guide client interactions.
  • Provide client support via LiveChat, email, and direct communication.
  • Engage in internal communications via Slack, email, meetings, and JIRA boards.
  • Continuously refine customer engagement and troubleshooting communication skills.
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