Customer Support Specialist
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We are currently in search of a Customer/Technical Support Specialist.
Essential Job Duties and Responsibilities
o High Software and Computer Knowledge is a high priority for this position.
o Provide high quality support by addressing inbound client questions and concerns associated with our software.
o Clearly define client needs and document client information and nature of problem or issue and resolution.
o Prioritize and escalate support issues as necessary.
o Confer with other teams and departments on escalated client issues.
o Ensure appropriate resolution in a timely manner.
o Ability to learn our trade show management software product to the level of being able to assist with:
â€¢ Installing the software
â€¢ And troubleshoot issues that arise,
â€¢ Train clients on the software,
â€¢ As well as take incoming support calls and emails.
o Dependability - this is key. You will be expected to start every day at 7am PT (10am ET) with very few sick or late days.
o Outreach - 20% of your time will be to contact current clients and assess their level of contentment, or concerns, questions and provide attention and support or direct them to another team member better suited to address their needs.
Qualifications and Experience
o Ability to learn our software inside and out.
o Strong computer software skills, and general computer competence.
o Strong customer service skills.
o Strong oral communication skills including competent telephone skills.
o Strong problem-solving skills.
o Ability to handle multiple projects concurrently and prioritize based on the severity of the issue. Triage support.
o Advanced knowledge is desired, not mandatory for;
â€¢ software, computers, and networks.
o Experience in the trade show or event industry would be a plus.
o Ability to assist in creating workflow documents to improve the Support Department
o Working knowledge of working with graphics for Training Manuals and even trade show flyers
o There is an annual trade show that, if desired, company would pay all expenses to fly to Las Vegas, NV for 5 days in the end of February. This is not required, but would be a potential option.
If you feel you exemplify these qualities, please send us a resume at the CL email address listed.