Current Opening

Support Specialist

Position Overview:

The Support Specialist is iConstituent’s voice to its customers. We are looking for someone who is energetic and eager to assist people. In this role you are responsible for documenting the details of a users issue and resolving them. In short your job is to make people happy! When an issue exceeds your capability, you will document the issue thoroughly and provide enough information that it can be escalated to the appropriate internal teams for further research and resolution. A crucial component of the Support Specialist’s role is recording in the ticket tracking system detailed descriptions of the nature of the incident or service request and actions the you taken to satisfy the customer.

ESSENTIAL DUTIES AND RESPONSIBILITES:

  • Receive, record, troubleshoot, and resolve incoming telephone and email-based incident reports and service requests with prompt, courteous, and efficient responses and resolutions to each inquiry
  • Work with customers to efficiently resolve problems or questions related to the setup and operation of iConstituent’s proprietary software applications remotely and on site
  • Identify “sensitive” offices and work with other staff to mitigate their concerns
  • Take an analytical approach to resolving issues in order to determine if fulfilling a client’s request will ultimately address underlying concerns or questions
  • Maintain accurate customer information by carefully recording all appropriate information in a tracking system
  • Capture customer experience information to contribute to the product development process
  • Acquire and disseminate Best Practice knowledge as requested or needed to client inquiries
  • Monitor and assess client well-being through tickets, reports, feedback, and related avenues
  • Promote training to clients and provide feedback to the training and development teams on features or processes that may be problematic or hard to understand
  • Actively participate in pre-release testing of product patches and enhancements
  • Actively participate in in-house training activities to enhance and reinforce project knowledge
  • Actively participate in process definition and improvement efforts to enhance quality in all Help Desk operations
  • Actively participate in reoccurring proactive support efforts and scheduled maintenance
  • Responsible for maintaining and monitoring the support ticket queue ensuring all Service Level Agreement (SLA) requirements are met
  • Provide guidance and work leadership to less-experienced team members including new hire training
  • Participate in special projects as required by the Help Desk Manager and other department managers

EDUCATION:

  • Bachelors Degree (Bachelor of Science in MIS, IS, CIS, CS, or other technical discipline preferred)

QUALIFICATIONS:

  • A criminal background check is required for this position
  • Excellent interpersonal skills
  • Ability to clearly communicate technical information in terms that non-technical customers can understand
  • Ability to write clearly when recording details about the incident or service request and actions taken to satisfy the customer
  • Ability to work well under pressure and with delicate and/or sensitive clients
  • Ability to analyze the importance of issues and requests and organize work based on levels of priority
  • Curiosity about technical applications and why and how they work
  • Be open to adjusting work hours to accommodate changes in staff availability and customer demand between 7am and 8pm weekdays
  • Prior helpdesk, call center, or customer service experience is highly desired.
  • One or more years experience performing telephone and email support for SaaS applications
  • Experience supporting MS Office Applications
  • Experience using a trouble ticketing system such as OTRS, Zendesk, Webhelpdesk, or Remedy
  • Experience using Microsoft SharePoint is desired.
  • Working knowledge of HTML and CSS (understand markup standards, CSS basics)

Job Type: Full-time

Experience:

  • Customer Service or IT Support: 1 year (Required)

HOW TO APPLY: Apply for this position on Indeed.com.