Product Support Specialist

10 hours ago

  • Technology
  • Remote
  • Full Time

Job Description:

The Product Support Specialist – Tier I properly responds to incoming customer requests, via phone, email, and/or web form, to ensure the customer’s questions are answered in a timely manner. This includes receiving, prioritizing, documenting and actively resolving customer requests and escalating incidents when considered appropriate and necessary to maintain service level expectations. Problem resolution may involve the use of diagnostic and help request tracking tools.

Responsibilities:

  • Field inbound phone and e-mail requests from Integra Cloud clients. 
  • Deliver an exceptional client experience by identifying and documenting client needs and issues: effectively applying problem solving techniques, educating clients and following issues through in a timely manner to a successful resolution.
  • Follow established procedures and escalation paths for internal and external issue resolution while ensuring adherence to established SLAs.
  • Develop and execute short-term actions to resolve complex client issues.
  • Develop both new and existing online knowledge center documentation.
  • Provide emergency on-call support during non-business hours.

Qualifications:

  • 2-3 years of professional experience in Technical Support, preferably software or application support.
  • Bachelor’s degree in Computer Science, Information Technology, related technical degree or equivalent experience preferred.
  • Excellent spoken and written communication skills.
  • Working knowledge with IIS/Web App.
  • Working knowledge of Microsoft Windows products.
  • Strong PC administration and troubleshooting skills.
  • Experience with CRM software is preferred.
  • Experience with ticket tracking and knowledge base software is preferred.

Benefits:

Integra Connect, LLC provides a comprehensive benefits plan.

  • Medical/Dental/Vision Insurance beginning the 1st of the month following your date of hire
  • Paid Time Off
  • 401k with employer match
  • Paid Holidays and Floating Holiday

Equal Opportunity Employer

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