Customer Support Specialist II: Issue Resolver

Kelly; Houston (TX); On-site; USD 26,000 - 37,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Telemedicine

Term life

Whole life

Accident insurance

Critical illness

Legal plan

Short-term disability

Retirement savings plan

Paid holidays

Transit spending account

Paid sick leave

Job summary

Kelly in Houston, TX is seeking a Customer Service Specialist to support internal teams and external customers with application questions and product issues. You will use troubleshooting and communication skills to resolve cases and deliver a positive customer experience.

Responsibilities include building knowledge of applications, troubleshooting by phone, chat, and email, documenting cases, and collaborating across teams to drive issues to resolution.

Qualifications

• High school diploma or equivalent; a bachelor’s degree is preferred.
• Experience troubleshooting product issues and reporting them by phone, email, or chat.
• Experience working across teams to resolve technical, procedural, or operational issues.
• Ability to collaborate with colleagues and customers at all organizational levels.
• Strong analytical, problem-solving, and decision-making skills.
• Clear written and verbal communication, interpersonal, and collaboration skills.
• Strong organization, prioritization, and multitasking abilities.
• Conflict-resolution skills.
• Ability to work toward both short- and long-term plans.
• Experience training customers or colleagues to help prevent recurring support requests.

Responsibilities

• Build and maintain strong knowledge of applications, products, and services.
• Support and troubleshoot application issues by phone, live chat, and email.
• Investigate customer cases, identify root causes, and resolve issues that do not require escalation.
• Document cases clearly and concisely, and communicate professionally with customers and internal partners.
• Work cross-functionally to resolve specialized, procedural, and operational issues.
• Escalate cases when additional expertise is needed, then help drive them through to resolution.
• Keep business owners, stakeholders, and users informed about issue status and outcomes.
• Share knowledge, contribute to team meetings and documentation, and help reduce recurring inquiries.
• Perform other duties as assigned.

Skills

Troubleshooting

Communication

Collaboration

Analytical thinking

Multitasking

Problem solving

Organizational skills

Conflict resolution

Training customers

Education

High school diploma

Bachelor’s degree preferred

Tools

Salesforce

Microsoft Word

Microsoft Excel

PowerPoint

Outlook

Job description

Kelly in Houston, TX is seeking a Customer Service Specialist to support internal teams and external customers with application questions and product issues. You will use troubleshooting and communication skills to resolve cases and deliver a positive customer experience.

Responsibilities include building knowledge of applications, troubleshooting by phone, chat, and email, documenting cases, and collaborating across teams to drive issues to resolution.