Hybrid Support Specialist - Fast, Customer-First Help

Forth; Schaumburg (IL); Hybrid; USD 55.000 - 65.000; Vollzeit

Zusammenfassung

FORTH (Set Forth, LLC) is seeking a customer-focused Support Agent to be the first point of contact for clients, guiding them through system navigation, inquiries, and basic technical issues. You will communicate clearly by phone and email, document requests in our ticketing system, and translate challenges into actionable software solutions.

The role is hybrid, requiring two days in-office in CST, with weekend on-call rotation for Tier 1 support.

Qualifikationen

• High school diploma required; associate degree or college coursework preferred.
• Experience with support ticketing platforms (Zendesk or Desk.com).
• Basic understanding of CRM systems like Salesforce.
• Familiarity with screen-sharing tools (Google Meet/Zoom/Join.me).

Aufgaben

• Develop a strong understanding of the industries we serve and how our software solves industry-specific challenges.
• Communicate clearly and professionally with clients via phone and email.
• Demonstrate proficiency with internet navigation, Microsoft Excel, Word, PDF tools, and keyboard use.
• Deliver confident, empathetic support while de-escalating and resolving client concerns.
• Accurately document client requests and resolutions in the support ticketing system.
• Translate technical and business challenges into actionable software solutions.
• Adapt quickly to changes in software and internal processes.
• Respond to client inquiries promptly via phone, email, and tickets.
• Troubleshoot general technical issues related to system use and configurations.
• Gather detailed information to document support cases and determine resolution or escalation path.
• Escalate unresolved or complex issues to Tier 2 or lead with context.
• Maintain product knowledge with updates and changes.
• Follow internal processes to ensure consistent support standards.
• Demonstrate a customer-first mindset and a positive brand experience.
• Manage multiple tasks efficiently and stay organized.
• Follow Information Security Policies and protect confidentiality, integrity, and privacy.

Kenntnisse

Strong communication

Problem solving

Detail oriented

Ausbildung

High school diploma

Associate degree or some college

Tools

Zendesk

Desk.com

Salesforce

Google Meet

Zoom

Jobbeschreibung

FORTH (Set Forth, LLC) is seeking a customer-focused Support Agent to be the first point of contact for clients, guiding them through system navigation, inquiries, and basic technical issues. You will communicate clearly by phone and email, document requests in our ticketing system, and translate challenges into actionable software solutions.

The role is hybrid, requiring two days in-office in CST, with weekend on-call rotation for Tier 1 support.