Customer Support Specialist

As a Customer Support Specialist, you will provide an exceptional support experience for QGenda's customers by delivering our industry-leading best practices. You will work closely with members from across the greater Customer Experience organization to provide creative solutions to support requests and project-based assignments involving the QGenda application, aligning to our unified targeted business outcome. 

How You'll Make an Impact

• Maintain a professional and positive attitude in all customer and company interactions, both internal and external
• Collaborate with members of the CX organization, when necessary, to complete project based assignments within defined time frames and/or meeting identified deadlines
• Set and manage appropriate customer expectations around resolution and response times, adhering to established service-level agreements (SLAs) 
• Deliver high customer satisfaction and low customer effort by providing solutions to issues in a timely fashion, escalating to senior team members as necessary
• Hold high degree of functional knowledge of QGenda solutions 
• Ensure timely and accurate tracking of time, cases, projects, contacts and accounts within designated systems, following QGenda best practices

Who You Are

• Excellent case management and time management skills 
• Strong written and verbal communication skills 
• Detail-oriented - ability to complete assignments and maintain communication with a high degree of accuracy and timeliness 

Experience You Bring

• High School Diploma / GED required; Associates / Bachelors Degree preferred, or equivalent industry experience in customer service or tech support
• Ability to follow protocols and policies as defined by QGenda and CX Leadership 

Not Required, but Nice to Have

• Computer programming skills or previous technical support experience