Customer Technical Support Specialist

Job Description

The Customer Technical Support Specialist will have a broad knowledge of Internet technology, software applications, and/or computer hardware, along with a strong desire to provide outstanding customer support to our premier client base. You will utilize your strong communication and problem-solving skills to respond quickly and accurately to a variety of client inquiries from global information professionals and users of CCC’s rights and content delivery services. You will support a wide range of technology applications used in managing content, document delivery, and copyright licenses.

This role offers an opportunity for a self-motivated professional with an aptitude for technology and a desire to work in a client-facing position. You will work with leading-edge software and support some of the most respected companies across various industries worldwide.

The selected candidate may work at our Danvers, MA headquarters or remotely within the Eastern time zone.

Compensation range: $50,000 - $55,000

Other compensation: Performance bonus eligible

The actual salary offer will depend on education, training, licensure, certifications, experience, and other relevant factors.

What you will be doing:

1. Ensure quality handling and resolution of calls and emails, providing solutions that meet business objectives and enhance the customer experience.
2. Maintain technical expertise in applications including CCC’s proprietary software, RightFind Enterprise, and serve as a global product resource for teams.
3. Assist customers with technical questions and issues using your knowledge of software and systems.
4. Research, troubleshoot, diagnose, and resolve issues or escalate as needed.
5. Complete customer-requested configuration changes within custom software solutions.
6. Ensure customer understanding of CCC’s solutions and provide additional education and training as needed.
7. Document trends in customer calls and emails and inform management.
8. Deliver exceptional customer service through empathy, compassion, and understanding.

Requirements:

• 1-3 years of experience supporting customer-facing software or a bachelor’s degree in a technical field.
• Interest and ability to grow product and technical knowledge for more complex inquiries.
• Excellent verbal and written communication skills, telephone etiquette, and ability to elicit caller needs confidently.
• Strong problem-solving skills, solutions-oriented mindset, and eagerness to learn new technology.
• Knowledge of advanced features in browsers such as IE, Safari, Chrome, and Mozilla.
• Exceptional attention to detail, follow-through, and multitasking abilities.
• Ability to address complex client needs with innovation and sound judgment.
• Working knowledge of Windows and Mac OS, and experience with Salesforce, C#, and HTML.

CCC is a leader in voluntary collective licensing, providing information solutions worldwide. We aim to advance copyright, accelerate knowledge, and foster innovation by leveraging data, AI, and machine learning to support strategic decisions and business growth.

Our team is our community. We invest in their development and well-being, fostering a diverse, inclusive, and respectful environment where equal employment opportunities are available to all.

If you require accommodation during the employment process, please contact our HR Department and specify your needs.