Location: San Antonio, TX 78216
Post Date: 01/17/2019
The job functions of a Training & Technical Support Specialist primarily consist of expanding and retaining our customer base while building and strengthening our services and product platforms. Our Technical Support Department is a combination of outbound calls for product training appointments and an inbound technical support call center. As a TSS, your success will be driven by the depth of your passion to guarantee our customers are well supported and delighted with your service.
Essential Duties and Responsibilities:
As a primary contact, create and foster robust client relationships by understanding client’s business needs so that Client’s service and product platforms are fully realized.
Ability to remove barriers and provide resolution by assisting and navigating through various areas of trouble-shooting.
Respond to internal IM’s, emails and engage in live-chat with the Client community for reference and other trouble-shooting initiatives.
Retain product update training and ability to communicate that knowledge to the Client customers;
Provide a combination of telephone and remote desktop support;
Ensure clients are fully engaged and aligned with Client’s services and product platforms to guarantee product utilization.
Perform follow-up outbound calls when first call resolution was not attained
Detailed call documentation on customer interaction and other information as required
Able to provide a high level of customer satisfaction by providing precise and timely response to inquiries.
Be a positive and vibrant team player as it relates to identifying gaps and resolutions to issues affecting client deliverables, services and products.
Support and drive a culture of trust and open dialogue.
We are looking for those who have a true commitment to value and who can differentiate themselves by providing extraordinary customer service and who will strive to understand and leverage on our customer’s touch points.
Professionally minded, awesome phone etiquette;
Effective troubleshooting skills on web-based products;
Ability to “wow” our customers with strong base knowledge and extraordinary degree of customer interface;
Strong listening, communication and interpersonal skills;
Ability to remain tactful and professional with the ability to listen and respond with empathy when dealing with difficult call situations;
Ability to multi-task while communicating with customers;
High School Diploma or GED.
Preferred Experience or Skill Set:
Previous technical support, training support or customer service skills/experience;
Basic computer skills (keyboarding skills, file management) switching between applications and email;
Ability to use logic and reasoning to analyze information and evaluate results to choose the best solution and solve problems.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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