Associate Tech Support Specialist

Solera; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

Une entreprise leader dans le secteur technologique recherche un Associate Technical Support Specialist. Votre rôle consistera à fournir un support exceptionnel aux clients tout en développant des relations stratégiques. Vous devrez gérer des demandes techniques variées et contribuer à l'amélioration continue de l'expérience client.

Qualifications

• 2+ années d'expérience dans le service client IT.
• 1+ année d'expérience avec Salesforce.
• Expérience avec des applications web iOS et Android.

Responsibilities

• Développer et maintenir l'expertise produit pour le support client.
• Gérer les tickets de support dans CRM et Jira.
• Établir des relations de confiance avec les clients.

Skills

Communication écrite et verbale

Organisation

Compétences interpersonnelles

Aptitude technique

Adaptabilité

Tools

Salesforce

Office 365

Jira

Job description

The Role

We are on the hunt for an experienced Associate Technical Support Specialist who ranks in the top quartile among their peers. Someone who has a highly competitive and entrepreneurial mindset that is wired with a team-first attitude, has no problem rolling up their sleeves to execute their missions, and can modulate between leading and following as needed. You will serve as the Technical Support Specialist.

What You’ll Do

• Develop and maintain product expertise while working closely with other support and product team members to provide outstanding support throughout a customer’s initial implementation.
• Support all partners and customers with online and mobile applications.
• Responsible for managing the CRM helpdesk and answering inbound calls & inquiries - Receive, manage, and resolve escalated tickets in a timely manner.
• Successfully navigate and maintain all customer information in Salesforce and Multipoint.
• Troubleshooting and Escalating Technology Support Inquiries and Request/Feature Request in Jira
• Validate Solera Service Suite has met customers' initial expectations and has had a positive experience with our solutions throughout the support process.
• Communicate thoughtfully and efficiently in a manner that helps customers move forward and grow the capabilities of the accounts.
• Must be flexible to work extended/flexible hours, including weekends, holidays, evenings, etc., as necessary.
• Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services.
• 
  Maintain existing customer-success metrics and data as directed.
• May perform other duties as assigned (training, case reviews, customer meetings)

What You’ll Bring

• 2+ years of IT related customer service
• 1+ years of Salesforce experience
• Experience with Office 365 products (Outlook, Teams, Word, Excel)
• Experience with web-based iOS and Android apps (Technology and Computer savvy)
• Excellent written and verbal communication skills
• Excellent organization skills
• Excellent interpersonal skills, judgment, and decision-making skills
• Comfortable in a high paced, agile environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Technical aptitude and forensic skills to identify and effectively escalate issues
• Exuberate positivity

It is impossible to list every requirement for, or responsibility of, any position. Similarly, we cannot identify all the skills a position may require since job responsibilities and the Company’s needs may change over time. Therefore, the above job description is not comprehensive or exhaustive. The Company reserves the right to adjust, add to or eliminate any aspect of the above description. The Company also retains the right to require all employees to undertake additional or different job responsibilities when necessary to meet business needs.