Customer Technical Support Specialist

ZipRecruiter; North Carolina; 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 involves providing exceptional support to a diverse client base, utilizing your technical expertise and problem-solving abilities. You will be responsible for resolving customer inquiries, maintaining technical knowledge of proprietary software, and ensuring a high level of customer satisfaction. If you're passionate about technology and thrive in a client-facing environment, this is an exciting opportunity to grow your career with a forward-thinking organization that values innovation and inclusivity.

Qualifications

• 1-3 years’ experience in customer support or a technical degree.
• Strong problem-solving skills and a solutions-oriented mindset.

Responsibilities

• Ensure quality handling and resolution of customer inquiries.
• Maintain technical expertise in proprietary software applications.
• Document and report trends in customer interactions.

Skills

Customer Support

Problem Solving

Communication Skills

Technical Knowledge

Attention to Detail

Education

Bachelor's Degree in a 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 problem-solving skills to respond quickly and accurately to a variety of client inquiries from global information professionals and users of CCC’s rights and content delivery services. You will support a wide range of technology applications used in managing content, document delivery, and copyright licenses. This role is ideal for a self-motivated professional 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 relevant factors.

What you will be doing:

1. Ensure quality handling and resolution of calls and emails, providing solutions to meet business objectives and enhance the customer experience.
2. Maintain technical expertise in applications including CCC’s proprietary software, RightFind Enterprise, acting as a global product resource for the Operations, Customer Service, and Implementation teams.
3. Assist customers with technical questions and issues using your knowledge of software and systems.
4. Research, troubleshoot, diagnose, resolve issues, or escalate to the Development team as needed.
5. Complete customer-requested configuration changes within custom software solutions.
6. Ensure customer understanding of CCC’s solutions and provide additional training or education as needed.
7. Document and report trends in customer calls and emails to management.
8. 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 more complex inquiries.
• Excellent verbal and written communication skills, telephone etiquette, and the ability to elicit caller needs confidently and politely.
• Strong problem-solving skills and a solutions-oriented mindset for exploring and learning new technology.
• Knowledge of advanced features in browsers such as IE, Safari, Chrome, and Mozilla.
• Exceptional attention to detail, follow-through, and multitasking ability.
• 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 through data, AI, and machine learning. We foster a diverse and inclusive environment that values mutual respect and equal opportunity. Our team members are our greatest asset, and we invest in their development and well-being.

If you require accommodations during the employment process, please contact our HR Department with your request.