Customer Specialist I (Remote)

We invite you to apply for the position of Customer Specialist I (CS I) within our esteemed organization. This mid-level technical support role is pivotal in delivering outstanding technical assistance to our valued customers. As a CS I, you will adeptly resolve issues through various communication channels while ensuring accuracy and efficiency in every interaction. You will be an essential point of contact for technical challenges that exceed entry-level support, utilizing your knowledge to significantly enhance the overall customer experience.

Key Responsibilities

• Provide exemplary customer support through the creation of tickets, troubleshooting, and issue resolution in adherence to established service levels.
• Foster robust relationships by employing a consultative service approach that emphasizes customer success.
• Achieve or surpass daily individual case quotas by professionally and empathetically addressing technical issues.
• Stay abreast of product knowledge and technical skills to bolster your expertise.
• Leverage available tools and resources to manage complex customer inquiries via email, web, and phone channels.
• Skillfully de-escalate concerns, articulate complex issues in simplified terms, and deliver optimal resolutions.
• Document all customer interactions, issues, and resolutions in the case management system.
• Contribute to the Knowledgebase by creating informative technical articles and resources.
• Monitor and report on production metrics to facilitate ongoing improvement.

Required Skills

• Strong technical support experience in a contact center or a similar setting.
• Proficiency in troubleshooting technical issues to identify root causes and implement timely resolutions.
• Excellent customer service abilities, with a demonstrated capacity to empathize and communicate effectively.
• Familiarity with tools such as MS Office Suite, Salesforce Service Cloud, and ticket management systems (e.g., JIRA).
• Knowledge of HTML, CSS, and JavaScript, coupled with experience in content management systems like WordPress or Drupal.
• A working understanding of Google Analytics and Agile methodology.
• Strong organizational and time-management skills.

Qualifications

• A Bachelor’s degree in computer science, web design, or a related field (or equivalent certification).
• A minimum of 3 years of technical support experience is preferred.

Career Growth Opportunities

We are committed to fostering your professional development through various training programs designed to enhance your technical skills and customer service expertise. This role not only provides the opportunity to contribute to our Knowledgebase but also serves as a stepping stone for career advancement within our organization.

Company Culture and Values

Our organization prides itself on maintaining a collaborative and inclusive environment that promotes teamwork and open communication. We encourage employees to take initiative and continuously seek improvement, thereby cultivating a culture of growth and support.

Compensation And Benefits

Salary range: (37,500 – )66,300 (subject to variation based on experience, training, and other factors). Open to U.S. residents only.

We are dedicated to taking care of our team! Enjoy a comprehensive benefits package, which includes:

• Medical, dental, and vision insurance.
• Company-matched 401(k) plan.
• Flexible PTO and sick leave.
• Paid parental leave (6 weeks).
• Paid holidays and additional voluntary benefits (life, disability, pet insurance).

Why Join Us

This role presents a unique opportunity to make a substantial impact on customer support while thriving in a dynamic and supportive environment. Join a team that values initiative, collaboration, and personal growth.

Employment Type: Full-Time