Support Specialist

Nymbl Systems; Columbus (OH); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Benefits

Paid Time Off (PTO)

Job summary

Nymbl Systems is seeking a Support Specialist to deliver exceptional client support for our CRT & O&P software platform. You will handle tickets, answer inquiries via phone, email, and chat, and troubleshoot software issues to ensure customer satisfaction.

You will become proficient in the software and back-end processes, document interactions in Zendesk, and maintain a positive, customer-focused approach while solving problems efficiently.

Qualifications

• Bachelor’s degree or equivalent work experience.
• Outstanding customer service skills with a genuine desire to assist others.
• Exceptional interpersonal and communication skills for diverse individuals.
• Excellent decision-making and organizational skills.
• Empathize with contentious customers and de-escalate situations.
• Excellent time management to multi-task and meet deadlines.
• Strong ownership and pride in performance.
• Critical thinking to analyze issues and develop solutions.
• Desire to help customers and ensure satisfaction.
• Ability to learn quickly and adapt to new tools.

Responsibilities

• Manage support tickets efficiently while maintaining high customer service standards.
• Answer requests via phone, email, and software chat on technical, operational, setup, and instructional issues.
• Troubleshoot the software and resolve workflow issues for customers.
• Take ownership of issues and provide follow-up to strategic resolution.
• Become knowledgeable about the software and back-end processes.
• Document and communicate interaction details using Zendesk.
• Respond to complaints empathetically and professionally while maintaining a positive attitude.

Skills

Customer service

Interpersonal communication

Time management

Empathy

Problem solving

Learning agility

Zendesk experience

Jira

Microsoft Office

Education

Bachelor’s degree or equivalent

Tools

Zendesk

Jira

Microsoft Office

Job description

As a Support Specialist at Nymbl, you'll provide crucial client support and an exceptional user experience for our CRT & O&P software platform.

Your primary responsibilities include:

• Manage support tickets in an efficient and expeditious manner while maintaining a high standard of customer service
• Answers requests from clients by phone, email and software chat covering a range of questions regarding technical, operational, setup, and instructional issues
• Troubleshoot the software and problem solve workflow issues for customers
• Take ownership of issues and provide efficient and detailed follow up to strategic resolution
• Become knowledgeable in the inner workings of the software and back-end processes
• Document and communicate details of the interaction with clients using Zendesk
• Answer complaints in an empathetic and professional manner while maintaining a positive attitude toward customers at all times

Qualifications

• Bachelor’s degree or equivalent work experience
• Outstanding customer service skills with a genuine desire to assist others.
• Exceptional interpersonal and communication skills, allowing you to connect effectively with a diverse range of individuals.
• Excellent decision-making and organizational skills to manage tasks efficiently and effectively.
• The ability to empathize and communicate with contentious customers, de-escalating situations, and finding resolutions.
• Excellent time management skills with the ability to multi-task, prioritize work, and meet deadlines in a fast-paced environment.
• A strong sense of ownership and pride in your performance, understanding its direct impact on the company’s success.
• Critical thinking and problem-solving skills to analyze issues and develop effective solutions.
• A strong desire to help customers and ensure their satisfaction.
• The ability to learn quickly and be resourceful, adapting to new tools and information swiftly.
• Experience using Zendesk, Jira, and Microsoft Office products is preferred.

Preferred

• Experience in customer technical support

Nymbl is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We are a unique team who love to have fun but also take our jobs very seriously. Benefits and PTO are included for full-time employees. A healthy work-life balance is strongly encouraged.

Note: this job description is not exhaustive and may be subject to change based on the needs of the organization.