Software Customer Support Pittsburgh,  PA Consulting Professional Resources

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Software Customer Support

Job Title
Software Customer Support
Job ID
27021767
Location
Pittsburgh,  PA 15209
Other Location
Description

Summary

The primary responsibility of the Client Support Specialist is to ensure client delight by providing superior customer service.  

Primary Responsibilities

Client Support includes communications, resulting in documented and trackable work cases related to use of solutions in the customer’s organization. Client Support demonstrates superior customer service through answering phone calls during business hours, providing timely and valuable responses to work cases, and developing a thorough technical understanding of all products and tools.

Duties:

The Client Support Specialist will:

  • Serve as Tier 1 Support for all customers
  • Be available to receive incoming requests (cases), via chat or telephone during business hours
  • Ensure timely response to any new or updated cases never exceeding 1 business day
  • Conduct first round of triage on all incoming cases
  • Immediately resolve any case that is possible to resolve during initial case review
  • Understand and follow appropriate paths of escalation for any issue beyond the capacity of Tier 1 support to resolve
  • Proactively prioritize and manage caseload daily ensuring that all goals for case resolution and customer communications are met
  • Contribute in a positive, collaborative way with other team members and foster a professional working environment within Client Delivery
  • Client and prospect product demos
  • User documentation and release notes
  • User training and expectations established for the team

 

Qualifications:

  • BA or BS required and MS preferred, or equivalent relevant work experience
  • Outstanding communications skills
  • Self-motivated, self-directed, and self-confident
  • History of achieving/exceeding goals
  • Strong Internet and computer literacy skills in Microsoft Office (Word, PowerPoint, Access, and Excel)
  • Strong analytic skills with Excel or other analysis tools
  • Comfortable in a start-up, high-growth, dynamic environment

 

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