[Remote] Customer Support Specialist - Remote role!

Note: The job is a remote job and is open to candidates in USA. Converge Technology Solutions Corp. is hiring a Customer Support Specialist to provide day-to-day support for Managed Services clients. The role handles end-user support requests and incidents, maintains service quality, and contributes to procedures, training, and knowledge management.

Responsibilities

• Provides first level support for inbound Interactions and requests from end users, staff and patients
• Maintain end-to-end responsibility for end users support needs providing timely, reliable, and courteous service
• Participate in and adhere to all standard operating procedures
• Assists with the development and improvement of work instructions, procedures, and documentation
• Mentor and assist with training new Customer Support Specialists
• Assists other Customer Support Specialists by acting as a touchpoint to hand off in depth issues before escalating out of the Level 1 support group. Conduct regular queue management to ensure adherence to standard operating procedures
• Maintain appropriate level of skills to handle incidents and requests in line with established service levels
• Provide feedback of intelligence gained through customer interactions
• Make or suggest updates to the Knowledge within the Knowledge Management databases
• Other duties as assigned

Skills

• Excellent verbal and written communication skills
• Technical writing experience
• Innovative, team-oriented problem solver
• Excellent interpersonal and customer service skills
• Strong commitment to providing quality service
• Excellent organizational, time management and follow through skills
• Ability to prioritize tasks and to delegate them when appropriate
• Ability to function well in a high-paced and at times stressful environment
• Experience troubleshooting Microsoft Office
• Ethical and Critical Thinking
• Ability to type at least 25 words a minute
• High school diploma or equivalent
• 2 years' experience working in a customer service role
• Call Center experience

Benefits

• Remote work

Company Overview

Company H1B Sponsorship