Customer Support Specialist (3-month Contract, 9am-5pm EST Working Hours)

Position Summary:

The Customer Support Specialist is responsible for providing advanced technical support and troubleshooting to customers who require more in-depth assistance. This role involves diagnosing issues, providing solutions, and escalating cases as necessary. The specialist will work closely with the customer support team and other internal departments to ensure customer satisfaction and issue resolution. Please note that this is a 3-month contract position, working 9am-5pm hours in EST.

Key Responsibilities:

• Technical Support: Provide advanced troubleshooting and technical support for software, hardware, or service-related issues reported by customers.
• Escalation Management: Handle escalated issues from customer support representatives, ensuring that more complex problems are resolved or appropriately escalated, if necessary.
• Maintain clear and professional communication with customers, keeping them informed of issue status, potential solutions, and resolution timelines.
• Record detailed case notes and solutions in the customer relationship management (CRM) system to ensure accurate records and knowledge sharing within the team.
• Collaboration: Work with internal teams, including engineering and product development, to resolve issues and improve the product based on customer feedback.
• Knowledge Base: Contribute to the creation and maintenance of a knowledge base, including writing and updating articles, FAQs, and guides.
• Training: Provide support and training to Tier 1 staff to improve their problem-solving abilities and knowledge.
• Monitoring: Monitor and report on trends in customer issues, identifying potential areas for improvement in the product or service.
• Customer Satisfaction: Ensure high levels of customer satisfaction by resolving issues efficiently and effectively.

Qualifications:

• 3+ years of experience in a customer support role, preferably in a fast-paced, high-volume technical support environment.
• Technical Skills: Strong understanding of the product or service, including common issues and resolutions. Experience with CRM systems and support tools.
• Problem-Solving: Excellent analytical and problem-solving skills, with the ability to troubleshoot complex issues.
• Communication: Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Teamwork: Ability to work effectively in a team environment and collaborate with other departments.
• Customer-Focused: Strong customer service orientation with a commitment to providing outstanding support.
• Preferred Qualification: experience with HubSpot or Moodle is nice to have but not required.