Remote Client-Facing Tech Support Specialist

Copyright Clearance Center (CCC); Cambridge (MA); On-site; USD 50,000 - 55,000; Full time

Benefits offered by this job

Excellent benefits

Job summary

Copyright Clearance Center (CCC) is seeking a Customer Technical Support Specialist who combines strong technical curiosity with excellent communication to assist global information professionals using CCC's rights and content delivery services.

You will diagnose issues, guide users across desktop and web applications, and grow your product knowledge while supporting a premier client base from the Danvers HQ or remotely in the Eastern time zone.

Qualifications

• 1-3 years’ experience supporting customer facing software or a bachelor’s degree in a technical field required.
• Interest and ability to grow in the role to increase your product and technical knowledge to support more complex inquiries.
• Excellent verbal and written communication skills; impressive telephone etiquette and the ability to elicit callers’ needs with speed and confidence, while also exhibiting composure and politeness.
• Strong aptitude for problem solving, exploring, and learning new technology - is solutions oriented.
• Knowledge of advanced features in IE, Safari, Chrome, and Mozilla browsers
• Extraordinary attention to detail and follow-through along with the ability to multitask on a regular basis
• Consistently address complex client needs while demonstrating innovation and sound judgment in decision making
• A working knowledge of Windows and Mac operating systems as well as experience working with Salesforce, C#, and or HTML.

Responsibilities

• Ensure quality handling and resolution of calls and emails and provide solutions to meet established business objectives and improve the customer experience.
• Maintain on-going technical expertise in several applications including CCC’s proprietary software, RightFind Enterprise, and act as a global product resource to the Operations, Customer Service, and Implementation teams
• Use your knowledge of software and systems to assist customers with technical questions and issues
• Research, troubleshoot, diagnose, and resolve reported issues or escalate to the Development team as necessary
• Complete customer-requested configuration changes within custom software solutions
• Confirm customer understanding of CCC’s solution and provide additional customer education and training as needed
• Recognize, document, and inform the manager regarding trends in customer calls and emails
• Through empathy, compassion, and understanding deliver exceptional customer service at all times

Skills

Customer support experience

Technical aptitude

Strong communication skills

Problem solving

Education

Bachelor's degree in a technical field

Tools

Salesforce

C#

HTML

Job description

Copyright Clearance Center (CCC) is seeking a Customer Technical Support Specialist who combines strong technical curiosity with excellent communication to assist global information professionals using CCC's rights and content delivery services.

You will diagnose issues, guide users across desktop and web applications, and grow your product knowledge while supporting a premier client base from the Danvers HQ or remotely in the Eastern time zone.