Job Description
Technical Support Specialist
Remote
Chicago, Illinois, United States
Group, ESGI
Full time
Description
As a Technical Support Specialist, your mission is to provide advanced technical support and expertise to ensure our customers have a seamless experience with our software solutions. You will play a pivotal role in resolving complex technical issues, upholding our commitment to customer success, and contributing to the growth and innovation of our organization.
In this role, you will get to:
- Pursue a consistent “best-in-class” customer experience
- Reduce Average Resolution Time
- Utilize critical thinking and troubleshooting skills to efficiently resolve customer inquiries.
- Improve Customer Satisfaction
- Implement quality checks to ensure consistent and high-quality support interactions.
- Enhance Knowledge Base– working in tandem with Director of Customer Support/Experience to create and maintain all Support Pages, conducting reviews on a semi-annual basis.
- Foster Team Collaboration and Innovation
Disclaimer
The above statements describe the general nature and level of the work performed by people assigned to this work. This list does not cover all possible duties, tasks, or responsibilities. Riverside Insights may amend or change responsibilities to meet the needs of the business and organization as necessary.
Requirements
- Education: Associates degree or higher preferred
- Experience: 3-5 years of customer support, with 2-3 years of technical experience preferred
- Ability to quickly diagnose and resolve complex technical issues
- Critical thinking and troubleshooting skills to efficiently resolve customer inquiries
- Effective communication skills
- Ability to prioritize and manage workload to meet or exceed resolution time targets.
- Active listening skills to understand customer concerns and needs.
- Experience establishing rapport with customers and ensure they feel valued throughout the support process.
- Ability to create and update knowledge base articles to address common technical issues.