Customer Technical Support

Location

100% Remote

Duration

6+ Months Contract with possible Extension

General Description

The Customer Care Specialist I plays a key role in supporting customers through inbound calls and support ticketing systems. This position is responsible for building positive customer relationships by addressing inquiries related to products, features, services, billing, account management, technical support, and software configuration issues.

The specialist provides Tier 1 troubleshooting support, resolves routine customer concerns, and escalates complex or recurring issues to internal teams when necessary. This role serves as the frontline support representative, ensuring an excellent customer experience and high levels of customer satisfaction.

Key Responsibilities

• Respond to customer inquiries through inbound call queues and support ticketing systems.
• Deliver an effortless customer experience by actively listening, asking questions, and demonstrating professionalism and empathy.
• Provide Tier 1 technical support for software configuration, integrations, and standard troubleshooting issues.
• Troubleshoot software, equipment, compatibility, and vendor integration concerns.
• Document customer interactions, issue progress, resolutions, and updates within the support system.
• Escalate complex or recurring issues to senior specialists or management for resolution.
• Collaborate with cross-functional teams including product support and service delivery teams.
• Follow up with customers to ensure issues are resolved satisfactorily.
• Apply security procedures and verification processes to protect customer information.
• Provide one-on-one guidance or training to customers when needed to improve product usage and satisfaction.

Required Qualifications

• High School Diploma or GED required.
• Generally less than 2 years of customer service or support experience.
• Familiarity with customer care concepts, procedures, and methodologies.
• Ability to manage inbound customer requests and support tickets efficiently.
• Strong communication, problem-solving, and customer service skills.
• Ability to troubleshoot routine software and technical issues with guidance.
• Experience documenting customer interactions and maintaining accurate records.