Responsibilities

The Customer Support Specialist will interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services, gather customer information and determine the issue by evaluating and analyzing symptoms, diagnose and resolve technical and software issues involving internet connectivity and login problems, research required information using available resources, follow standard processes and procedures, identify and escalate priority issues per client specifications, redirect problems to appropriate resources, accurately process and record call transactions using computer and CRM software, offer alternative solutions to retain customers’ business, organize ideas and communicate oral messages appropriately, follow up and make scheduled call backs to customers where necessary, and stay current with system information and updates.