Senior Customer Support Specialist

Converge Technology; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Senior Customer Support Specialist to enhance their Help Desk operations. In this role, you will leverage your customer service expertise and technical skills to provide exceptional support in a fast-paced environment. You will be responsible for managing incidents and requests, mentoring fellow specialists, and ensuring adherence to established standards. This position offers a unique opportunity to contribute to a dynamic team while working remotely. If you thrive in a collaborative atmosphere and are passionate about delivering quality service, this role is perfect for you.

Qualifications

• 1-2 years of customer service experience required.
• Experience with ITSM tools and technical troubleshooting preferred.

Responsibilities

• Provide first level support for inbound incidents and service requests.
• Mentor and assist with training other Customer Support Specialists.

Skills

Customer Service Skills

Technical Troubleshooting

Communication Skills

Problem-Solving

Organizational Skills

Time Management

Interpersonal Skills

Typing Speed (40 wpm)

Education

High School Diploma

Associate's Degree

Tools

ITSM Ticketing tools (Service Now, Remedy)

Active Directory

MacOS

Job description

Posted Tuesday, March 25, 2025 at 4:00 AM | Expired Saturday, March 29, 2025 at 3:59 AM

Practice: Managed Services

Position Title: Senior Customer Support Specialist

Job Family: Services

Position Location: Remote - Friday to Monday 6:00 AM - 5:00 PM CST with a 1 hour lunch

Reports to: Team Lead

Job Summary:

As a Senior Customer Support Specialist, you will be responsible for the day-to-day support of the Converge Help Desk and Patient Portal Help Desks. By leveraging your customer service skills, technical training, and understanding of today’s technologies, you will solve a wide variety of challenges in a fast-paced environment that is managed using ITIL methodology.

FLSA Status: Non-Exempt

SOC Occupational Code: 43-4051

EEO-1 Job Category: 3

Essential Functions:

• Provides first level support for inbound incidents and Service Requests from patients, end users and client IT staff.
• Maintain end-to-end responsibility for customer’s support needs providing timely, reliable, and courteous service.
• Participate in and adhere to all SoP's.
• Assists with the development and improvement of work instructions, procedures, standards and documentation.
• Exceptional Attendance is a must.
• Mentor and assist with training other Customer Support Specialists.
• Work together with other analysts before escalating out of the Level 1 support group. Conduct regular queue management to ensure adherence to SoP's.
• Maintain appropriate level of skills to handle incidents and requests in line with established service levels.
• Provide feedback of intelligence gained through customer interactions.
• Make or suggest updates to the Knowledge within the Knowledge Management databases.
• Excellent verbal and written communication skills. Professionally respond to telephone calls, emails, chats, and voicemails for customer support.
• Technical writing experience.
• Basic technical troubleshooting skills.
• Innovative, team-oriented problem solver.
• Strong interpersonal skill and a commitment to providing quality service.
• Excellent organizational, time management and follow through skills.
• Ability to prioritize tasks.
• Ability to function well in a high-paced and at times stressful environment.
• Fluent English language skills required: verbal and written communication.
• Ability to type at least 40 words a minute.
• Ability to work creatively, analytically, and ethically in a problem-solving environment.

Education and Experience:

• High School Diploma or equivalent; Associate's degree preferred.
• 1-2 years of customer service experience.
• 1+ year(s) experience in computer operations is desirable.
• Experience using ITSM Ticketing tools (e.g., Service Now, Remedy) or similar ticketing systems to manage and track incidents.
• Active Directory and MFA experience preferred.
• MacOS computers troubleshooting experience.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Employees hired under this position must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions, absent undue hardship. The Employer retains the right to change or assign other duties to this position at any time with or without notice.

Converge Technology Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.