Customer Support Specialist - Conexess : Job Details

Summary You will provide a resolution to our end users (customers) by diagnosing and finding solutions to their problem. Solutions include but are not limited to, resolving username and password problems, website help, etc. Support will be provided by clearly communicating technical solutions in a user friendly, professional manner. Responsibilities Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services Gather the customer's information and determine the issue by analyzing the symptoms Diagnose and resolve issues in a timely manner Document customer interactions in case management tool Identify and escalate issues to Level 2 support in a timely manner Follow up and make scheduled call backs Monitor and maintain a case queue and work towards exceeding baseline metrics regarding open tickets, turnaround time and answer rate. Stay current with system information, changes, and updates Work with internal teams such as, sales, compliance and implementation Offer alternative solutions where appropriate with the objective of retaining the customers' business Identify leads for sales team Includes after hours support Preferred Qualifications 1 to 3 years of experience working in a client service/customer service environment High School diploma or equivalent in education and experience. Bachelor's degree preferred Proven ability to maintain focus and work effectively with multiple demands Ability to work independently and as a team to accomplish tasks Strong client relationship skills Case management and CRM experience a plus Must be comfortable working in a performance based and structured environment while demonstrating high ethical standards Excellent communication skills both verbal and written Must be comfortable on the phone