Customer Support Specialist I

Job Summary

The Customer Support Specialist is primarily responsible for managing and tracking support tickets and solving issues generated from users of CaseWorthy’s multi-product platforms. This work involves frequent interaction with customers via telephone and email to deliver quality solutions in a timely manner and eventually being able to create strong relationships with customers. This position also includes developing and maintaining support resources made available to customers and other support and training related projects.

Responsibilities

• Receive, investigate, and respond to customer inquiries in a thorough and timely manner.
• Track open tickets that require follow-up, driving those items to resolution.
• Document customer interaction within each support ticket.
• Distinguish between user errors, bugs, and platform enhancement requests.
• Decide when to escalate support tickets to another level or organization and ensure that those escalations are completed effectively and efficiently.
• Develop and maintain support resources and documentation, including knowledge base articles, manual updates, etc.
• Relay feedback on the product to the Product team.
• Test new releases in a testing environment as requested by Test team.
• Participate in periodic on-call rotation for after-hours emergency support calls.
• Ability to travel nationwide, up to 10% annually.
• Performs other duties as assigned.

Required Skills & Qualifications

• 2+ years’ experience in customer support / call centers.
• Proven ability to delight customers.
• Excellent communication skills.
• Strong analytical skills and attention to detail are required.
• Previous experience with CRM or support software.

Preferred Skills & Qualifications

• Software support experience
• Familiarity with database applications and general computer knowledge, such as, Microsoft Windows Server, IIS, and SQL Server
• Associate or bachelor’s degree preferred.
• Experience with Salesforce CRM or JIRA a plus.
• Human Services industry experience is a plus.