Customer Support Specialist

Customer Support Specialist I 

Function: Customer Experience  

Reports to: Manager, Customer Support 

Reviewed: 05.2024

Position Summary: 

The Customer Support Specialist provides tier one support for our products with both customers and internal employees. This position involves troubleshooting product software and technical issues for existing customers, becoming a subject matter expert, and providing internal product support when needed. We are a HIPAA-compliant organization, so new hires must become certified in the first 90 days of employment. 

Our current support hours are 8:00am – 6:00pm AEDT. You must be available to work a shift that falls within those hours. 

Key Responsibilities: 

• Troubleshoot software bugs and data-related issues for customers. 
• Troubleshoot technical issues resulting from environmental issues (i.e., network, IIS, virus scanning etc.). 
• Respond to customer inquiries through the support ticketing system by email, chat, telephone, and meeting software for all products. 
• Prioritize support cases and inform customers of ticket status, progress, timelines throughout the process of the ticket. 
• Collaborate in creating articles to communicate issues, steps to resolve, and tips for customers and internal agent use. 
• Assist customers in understanding and training on new enhancements and features of the software. 
• Assist in creating documentation to cover support topics, enhancement and version upgrade notices, and other customer related items. 

Skills and Experience Needed: 

• 1-2 years of experience in SaaS-based product support & troubleshooting preferred. 

• Solid desire to help people and provide quality customer service. 
• Strong analytical, diagnostic, and problem-solving skills with ability to work independently and can prioritize and handle multiple outstanding tasks. 
• Ability to work under pressure and a tight schedule. 
• Capacity to work with cross-functional partners. 
• Knowledge of Microsoft SQL Server, Windows Server 2008-2016, IIS Web Server, HTML. 
• Strong technical documentation & writing skills. 
• Skill to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. 
• Ability to speak with customers with varying degrees of skill and knowledge. 

Competencies: 

Accountability

Decision Making 

Adaptability

Business Acumen  

Collaboration

Leading Change 

Creating an Inclusive Environment

Planning & Organizing 

Customer Focus

Dealing with Ambiguity