As a Customer Support Specialist, you will work within cross functional teams to resolve customer needs in a timely manner. You will actively listen, understand, troubleshoot, and communicate specific customer needs. This position can be based out of our Stamford, CT office or remote and will report to the Customer Service Lead.
• 1-2 years related work experience is required. Excellent communication skills are necessary.
• Ready mix industry experience, preferred.
• Computer knowledge a must. Experience as a PC or network technician is a plus.
• Understanding of software development and software implementation projects
• Proven ability to work collaboratively and solve problems creatively.
• Excellent analytical skills and resourcefulness.
• Strong interpersonal skills and requisite diplomacy to work with clients as well as internal team members
• Self-driven and task oriented with proven ability to manage short-term and long-term expectations
• Provide online and phone support to our customers
• Troubleshoot and diagnose technical and routine application functionality issues
• Properly document support issues in internal support database
• Manage assigned support tickets according to SLA policy
• Manage customer expectations through all steps of the support process
• Communicate customer requests to management and development
• Participation in after-hours rotation schedule
• Manage small project and/or system implementations
• Assist in enterprise level projects and/or system implementations
• Provide customer updates in an effective manner to enhance customer satisfaction
• Utilize industry best practices, techniques, and standards throughout the support process
• Travel may be required as necessary
• Competitive Wage (based on experience and/or knowledge)
• Health, Dental, Vision Insurance
• 401k
• Paid Time Off, Holiday Pay, Bereavement Pay
