Customer Technical Support Specialist

ZipRecruiter; Atlanta (GA); Remote; USD 50,000 - 55,000; Full time

Job summary

Join a leading information solutions provider as a Customer Technical Support Specialist, where you will leverage your technical expertise and outstanding communication skills to support a diverse client base. This role offers a unique opportunity to work with cutting-edge software while ensuring exceptional customer service. You will be responsible for troubleshooting technical issues and providing solutions that enhance the customer experience. With a commitment to innovation and a supportive work environment, this position is ideal for self-motivated professionals eager to grow in a client-facing role. Embrace the chance to make a significant impact in a dynamic organization that values its team members.

Benefits

Performance Bonus

Health Insurance

Flexible Work Hours

Professional Development Opportunities

Qualifications

• 1-3 years’ experience in customer-facing software support.
• Bachelor's degree in a technical field preferred.

Responsibilities

• Provide solutions to meet business objectives and improve customer experience.
• Research, troubleshoot, and resolve customer inquiries.

Skills

Customer Support

Problem-Solving

Communication Skills

Technical Knowledge

Attention to Detail

Education

Bachelor's Degree in Technical Field

Tools

Salesforce

C#

HTML

Windows OS

Mac OS

Job description

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 superior problem-solving skills to respond quickly and accurately to a wide variety of client inquiries from global information professionals and users of CCC’s rights and content delivery services. You will support a range of technology applications used in managing content, document delivery, and copyright licenses. This role is an excellent opportunity for self-motivated professionals with an aptitude for technology and a desire to work in a client-facing role. You will work with leading-edge software and support some of the most respected companies 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, certifications, experience, and other relevant factors.

What you will be doing:

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

Requirements:

• 1-3 years’ experience supporting customer-facing software or a bachelor’s degree in a technical field.
• Interest and ability to grow in product and technical knowledge to support complex inquiries.
• Excellent verbal and written communication skills, telephone etiquette, and the ability to elicit caller needs confidently.
• Strong problem-solving skills, curiosity, and solutions-oriented mindset.
• Knowledge of advanced features in browsers like IE, Safari, Chrome, and Mozilla.
• Attention to detail, follow-through, and ability to multitask.
• 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 leading information solutions provider committed to advancing copyright, accelerating knowledge, and powering innovation. We harness data, AI, and machine learning to support strategic decision-making and growth.

Joining CCC means becoming part of a dynamic, community-focused organization that values its team members and clients. We offer excellent benefits and foster an innovative culture.

CCC is an Equal Opportunity Employer, committed to an inclusive environment free from discrimination based on various protected characteristics. If you require accommodations during the employment process, please contact our HR Department.