Technical Customer Care Specialist II
Skills
Analytical SkillsCustomer BaseCustomer Relationship ManagementDatabasesGEDNeeds AnalysisRoot Cause
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- High School Diploma GED and 3 years related experience OR an equivalent combination of education and experience
- Ability to work flexible hours including any shift during business hours and fixed or rotational Saturdays
- Ability to work independently and as part of a team to meet individual and business goals
- Strong problem-solving and technical troubleshooting skills
- Excellent verbal and written communication skills with strong interpersonal skills and attention to detail
- Applicants must be authorized to work in the United States without current or future sponsorship
- Preferred experience using SQL or XML to investigate and resolve complex issues
- Preferred experience with CRM case logging Salesforce and interaction distribution systems such as Genesys Pure Cloud
Nice to have
- Dependable
- Reliable
- Analytical
- Detail-oriented
- Adaptable
- Collaborative
Day to day
- Handle escalated technical support requests from front-line support for an assigned customer base or product area
- Respond to customer inquiries by telephone and online, using established procedures to resolve routine and moderately complex issues
- Research and troubleshoot customer problems, identify root causes, document resolutions, and follow up to ensure customer satisfaction
- Collaborate with internal technical experts, management, and cross-functional teams to resolve difficult issues and build strong working relationships