Note: The job is a remote job and is open to candidates in USA. Converge Technology Solutions Corp. is hiring a Customer Support Specialist to provide day-to-day support for Managed Services clients. The role handles end-user support requests and incidents, maintains service quality, and contributes to procedures, training, and knowledge management.
Responsibilities
- Provides first level support for inbound Interactions and requests from end users, staff and patients
- Maintain end-to-end responsibility for end users support needs providing timely, reliable, and courteous service
- Participate in and adhere to all standard operating procedures
- Assists with the development and improvement of work instructions, procedures, and documentation
- Mentor and assist with training new Customer Support Specialists
- Assists other Customer Support Specialists by acting as a touchpoint to hand off in depth issues before escalating out of the Level 1 support group. Conduct regular queue management to ensure adherence to standard operating procedures
- Maintain appropriate level of skills to handle incidents and requests in line with established service levels
- Provide feedback of intelligence gained through customer interactions
- Make or suggest updates to the Knowledge within the Knowledge Management databases
- Other duties as assigned
Skills
- Excellent verbal and written communication skills
- Technical writing experience
- Innovative, team-oriented problem solver
- Excellent interpersonal and customer service skills
- Strong commitment to providing quality service
- Excellent organizational, time management and follow through skills
- Ability to prioritize tasks and to delegate them when appropriate
- Ability to function well in a high-paced and at times stressful environment
- Experience troubleshooting Microsoft Office
- Ethical and Critical Thinking
- Ability to type at least 25 words a minute
- High school diploma or equivalent
- 2 years' experience working in a customer service role
- Call Center experience
Benefits
- Remote work
Company Overview
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