Customer Support Representative/Help Desk

Human eSources; Marlborough (CT); Remote; USD 38,000 - 41,000; Full time

Job summary

A leading company in E-learning is seeking a Customer Support Representative to provide Level 1 technical support. This role involves communicating effectively with customers, managing support requests, and ensuring customer satisfaction. The position is remote with flexible hours and occasional travel. Ideal candidates should be adaptable, team players with strong problem-solving skills.

Benefits

Flexible time off

Qualifications

• Minimum 1 year experience in Customer Service or Help Desk.
• Ability to work independently and be self-motivated.

Responsibilities

• Provide Level 1 technical support via calls, emails, and chat.
• Interact with Product and Engineering Departments to report bugs.
• Assist in writing technical documents for customers.

Skills

Team Player

Analytical Skills

Problem Solving

Communication Clarity

Adaptability

Tools

MS Office

Job description

Customer Support Representative/Help Desk

Customer Support Representative/Help Desk

2 days ago Be among the first 25 applicants

This range is provided by Human eSources. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$38,000.00/yr - $41,000.00/yr

Company description

Human eSources develops solutions to help people discover and connect their strengths, skills, and talents to careers and education. The company has been in the potential business for 28 years and has helped millions of people around the world. Human eSources believes that everyone has the right to a satisfying and fulfilling career and life, and uses clinically proven methodologies and state-of-the-art technology to achieve this goal.

Job summary

The Customer Success Specialist plays an integral role in the Customer Success department, which combines customer support (help desk) and relationship management. This includes clearly communicating with a variety of customers, investigating support requests and issues, and taking the appropriate and timely action to respond and ensure customer satisfaction. The candidate will be able to communicate effectively and translate terminology appropriate for each audience, from the customer to our product and engineering teams.

We are currently seeking a candidate to provide Level 1 technical support to our clients and partners. This is a virtual/remote position reporting to the Director of Customer Success. Work hours will consist of an 8-hour workday occurring between the hours of 9 am to 7 pm Eastern, Monday through Friday excluding U.S. holidays. Occasional weekend work may be required. We provide flexible time off. Occasional travel may be required. Salary commensurate with experience.

Duties and responsibilities

• Provide Level 1 technical support. Answer incoming customer calls, respond to emails, live chat, and support tickets.
• Interact with our Product and Engineering Departments by reporting and tracking bugs and managing product defects to customer satisfaction.
• Assist with writing technical and training documents for distribution to customers.
• Provide both formal and situational training to our customer base.
• Keep CRM updated with current customer information and records of important interactions.
• Provide sales admin support to include new account implementation, onboarding, and assist with customer renewals.
• Conference-related activities: Liaison with Marketing on conference materials and manage exhibit materials shipping, occasionally provide direct sales support by attending.
• Serve as subject matter expert when needed to review and provide feedback on bug fixes and product enhancements.
• Work on ad hoc projects as requested by management.
• Actively participates in department strategy and decision making.
• Embraces empowerment and escalates issues accordingly.
• Typical distribution of workload is 80-90% customer support, 10-20% other projects.

Qualifications

Required:

• Minimum 1 years experience as a Customer Service or Help Desk Professional.
• Team Player.
• Highly adaptable to changing conditions and adept at context switching.
• Demonstrated analytical and creative problem-solving skills.
• Ability to quickly grasp technical concepts.
• Ability to work independently and be self-motivated.

Preferred:

• Ability to deliver high quality communications, paying attention to detail.
• Proficiency in MS Office products with good keyboard skills.
• Intermediate-Advanced proficiency in Spanish.

TruTalents

Qualified candidates will demonstrate strength in the following TruTalents:

• Time Management and Organization: Follow Through, Practicality, Structured
• Critical Thinking and Problem Solving: Objectivity, Ingenuity, Investigative
• Interpersonal and Collaborative: Communication Clarity, Courtesy, Relationship Building

Success in the Role

We want you to be successful in this role. Expected outcomes over the first 6-12 months will be:

Months 1-2:

• Become generally familiar with Human eSources products and customers
• Review incoming support tickets and responses
• Gain understanding of departmental and organizational tools
• Begin responding to most common Level 1 support requests
• Independently report bugs while following proper procedure

Month 3:

• Respond to Level 1 support requests with minimal assistance
• Investigate and follow bugs to resolution independently
• Appropriately escalate issues beyond Level 1 support
• Construct and complete quarterly goals
• Have an understanding of all products and their applications
• Write new knowledge base articles that are thorough and easily understood

Months 6-12:

• Assist with training responsibilities and new customer onboarding
• Have a full understanding of products and be able to speak on them with confidence
• Identify opportunities for proactive customer communication, training, and support materials

Apply with Confidence!

A completed TruTalents assessment is required to apply for this position. This helps us match your core strengths with the role’s critical success factors.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

• Industries

  E-learning

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