Customer Technical Support Specialist

ZipRecruiter; Hartford (CT); Remote; USD 50,000 - 55,000; Full time

Job summary

An established industry player is seeking a Customer Technical Support Specialist to join their dynamic team. This role is perfect for tech-savvy individuals eager to provide exceptional customer service and support to a prestigious client base. You will engage with cutting-edge software while addressing client needs with innovation and sound judgment. With a focus on problem-solving and communication, you will thrive in a vibrant culture that values growth and inclusivity. If you're passionate about technology and customer satisfaction, this opportunity is designed for you.

Qualifications

• 1-3 years of experience in customer-facing software support.
• Strong desire to learn and grow in technical knowledge.

Responsibilities

• Ensure quality handling and resolution of client inquiries.
• Document and report trends in customer interactions.

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

The Customer Technical Support Specialist will have a broad knowledge of Internet technology, software applications, and/or computer hardware, 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 quickly and accurately respond 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 ideal for self-motivated professionals with an aptitude for technology and a desire to work in a client-facing environment. 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 factors.

What you will be doing:

1. Ensure quality handling and resolution of calls and emails, providing solutions to meet business objectives and improve customer experience.
2. Maintain technical expertise in applications including CCC’s proprietary software, RightFind Enterprise, and act as a global product resource.
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 necessary.
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 and report trends in customer calls and emails.
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 in product and technical knowledge to support complex inquiries.
• Excellent verbal and written communication skills, telephone etiquette, and confidence in eliciting caller needs.
• Strong problem-solving skills, solutions orientation, and eagerness to learn new technology.
• Knowledge of advanced features in browsers such as 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, advancing copyright, knowledge, and innovation through data, AI, and machine learning. We foster a vibrant, innovative culture and provide excellent benefits.

We are an Equal Opportunity Employer committed to creating an inclusive environment for all applicants and team members. If accommodations are needed during the employment process, please contact our HR Department.