Technical Customer Support Specialist : 26-00152

Akraya, Inc.; Westminster (CO); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading IT staffing firm is seeking four Technical Support Specialists for a 3-month project with potential for longer-term placement. You will provide empathetic support for technical issues, managing a blend of emails and phone requests daily. The ideal candidate excels in customer service, has strong troubleshooting skills, and is familiar with Google Suite. Join us to be part of an award-winning team committed to excellence and innovation in IT staffing.

Qualifications

• Must possess excellent communication and active listening skills.
• Strong troubleshooting and problem-solving abilities required.
• Familiarity with Google Suite is essential.

Responsibilities

• Provide customer service via phone, chat, and email.
• Manage and resolve customer requests efficiently.
• Document detailed case notes for customer interactions.
• Apply knowledge base and escalate requests appropriately.
• Maintain knowledge of SAAS products and system updates.

Skills

Excellent communication

Active listening

Troubleshooting

Problem-solving

Familiarity with Google Suite

Job description

Overview

Job Summary: We are seeking four Technical Support Specialists for a 3-month project with potential for longer-term placement. You will engage with our customers providing empathetic and professional support for technical issues, manage individual queues to maintain workflow, and document all customer interactions focusing on account, subscription, and technical issues related. The role requires handling approximately 25 email and 10 phone requests daily, ensuring team SLAs are met.

Key Responsibilities

• Provide exceptional customer service via phone, chat, and email, building trust and rapport.
• Manage and resolve customer requests efficiently, maintaining optimal workflow and adhering to team SLAs.
• Document detailed case notes for each customer interaction, addressing technical issues and account management.
• Apply knowledge base and resources to qualify and escalate customer requests appropriately.
• Maintain knowledge of SAAS products, system updates, and promotions to assist customers effectively.

Must-Have Skills

• Excellent communication and active listening skills.
• Strong troubleshooting and problem-solving abilities.
• Familiarity with Google Suite and comfortable working remotely.

Industry Experience

• Prior experience in a SaaS support environment is preferred.
• A background in Engineering, Architecture, Design, or related fields is beneficial.

ABOUT AKRAYA Akraya is an award-winning IT staffing firm consistently recognized for our commitment to excellence and a thriving work environment. Most recently, we were recognized Inc\'s Best Workplaces 2024 and Silicon Valley\'s Best Places to Work by the San Francisco Business Journal (2024) and Glassdoor\'s Best Places to Work (2023 & 2022)!

Industry Leaders in IT Staffing As staffing solutions providers for Fortune 100 companies, Akraya\'s industry recognitions solidify our leadership position in the IT staffing space. We don\'t just connect you with great jobs, we connect you with a workplace that inspires!

Join Akraya Today! Let us lead you to your dream career and experience the Akraya difference. Browse our open positions and join our team!