Senior Technical Customer Support Specialist
23 hours ago
We are seeking an experienced Customer Support Representative to join our team. As a key member of our customer-facing team, you will be responsible for delivering exceptional support to our customers via various communication channels.
The ideal candidate will have a strong technical background and excellent communication skills, with the ability to translate complex technical information into clear, concise explanations that meet the needs of our customers.
In this role, you will work closely with cross-functional teams, including Development and Product teams, to ensure seamless support delivery and identify opportunities for process improvements.
- You will be available to receive live calls, emails, and chats to triage and action escalations from our Tier 1 Support team.
- Provide world-class technical support via telephone, email, and chat for customers experiencing escalated technical issues.
- Maintain consistent ticket quality, achieving the agreed-upon target for monthly reviews.
- Proactively support users of our products (administrators, instructors, teaching assistants, exam takers, and proctors) ensuring problem resolution, system access, optimal system performance, and overall customer satisfaction.
- Become a Subject Matter Expert on all Assessment Products and services.
- Attend meetings with support leadership teams to provide meaningful input from customers.
- Identify issues and trends with support leadership and other teams to understand issues/trends.
- Share knowledge across the team through informal training and team meetings & stand-ups.
- Support the Quality and Knowledge team with the creation of training modules.
- Point of contact for shadowing new team members.
- Project work during quieter spells to improve team knowledge and processes.
- Prioritize escalated tickets to the next level of support.
- Ensure efficient transfer of information between teams.
- Work closely with our Integrations Team.
- Review top issues monthly for external education and ticket reduction.
To succeed in this role, you will need:
- A strong technical background, preferably in software or IT support.
- Excellent communication and interpersonal skills.
- Ability to multitask and manage multiple priorities effectively.
- Strong problem-solving and analytical skills.
- Excellent time management and organizational skills.
- Able to work in a fast-paced environment and adapt to changing circumstances.
- Familiarity with customer service principles and practices.
- Able to maintain confidentiality and handle sensitive information.
We offer a dynamic and supportive work environment, with opportunities for growth and development. If you are a motivated and detail-oriented individual who is passionate about delivering exceptional customer support, we encourage you to apply for this exciting opportunity.
We welcome applications from individuals with diverse backgrounds and experiences. We are an equal opportunities employer and are committed to creating an inclusive workplace culture.
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