We are seeking a Customer Support Specialist to become an integral part of our Tier 1 Support Team.
Analyze user needs and assist with configuration support
Answer customer inquiries and concerns via chat, call, and email
Assess and prioritize cases based on urgency
Work with the Tier 2 Support Team or Product Management Team to meet complex end customer needs
Collaborate with other developers to design and optimize code
Create flowcharts and reference materials for new and existing programs
Document all customer communications using external CRM and internal tools
Handle on-call support once every 4 to 6 weeks (includes additional compensation)
Ability to effectively communicate complex information in layman’s terms to customers
Attention to detail
Previous experience in software support, computer engineering, telecommunications or other related fields
Highly organized with the ability to document all customer interactions into a CRM
Knowledge of contact center and telephony services is a plus
Familiarity with relational databases such as MySQL, Oracle, and SQL Server
Excellent written and oral communication skills
Strong analytical and critical thinking skills

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