Technical Solutions Specialist

IRIS Software Group; United States; Remote; USD 80,000 - 100,000; Full time

Job summary

An established industry player is on the lookout for a dynamic Technical Solutions Specialist to join their remote team. This entry-level role involves managing customer inquiries through a ticketing system, ensuring swift resolutions while fostering collaboration with team members. The ideal candidate will possess strong communication skills and a proactive approach to problem-solving, contributing to client retention and satisfaction. Join a high-energy team where your contributions will directly impact the success of client relationships and the overall performance of the organization. If you're ready to embark on a rewarding career in a supportive environment, this opportunity is for you.

Qualifications

• Entry-level position requiring strong customer service and communication skills.
• Experience with Zendesk or similar ticketing systems is a plus.

Responsibilities

• Triage incoming tickets and communicate resolutions to clients.
• Collaborate with team members to manage customer inquiries effectively.

Skills

Proactive Communication

Customer Service

Team Collaboration

Problem Solving

Education

High School Diploma

Bachelor's Degree (preferred)

Tools

Zendesk

Microsoft Teams

Job description

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The Role:

Our Technical Solution Specialists manage a queue of customer inquiries, issues, and requests via Zendesk. We use a triage methodology to determine the information and steps required to quickly communicate with clients, resolve the issue, and close each ticket. Throughout the process communication between the customer and the specialists takes place within the Zendesk application offering a collaborative environment for the technical solutions team to assist one another. Other areas of the business have a view into Zendesk for the purpose of working escalated issues or requested billable work such as report writing and customizations.

The candidate we are seeking is a US Remote Technical Solutions Specialist for the Practice Engine Practice management application. This position requires self-discipline, proactive communication, and the ability to work closely with others via Microsoft Teams. The Technical Solutions Team is a high-energy, high-impact team with a very active role in client retention. An entrepreneurial spirit is necessary for this position.

Responsibilities:

• Triage incoming tickets to determine information needed to resolve
• Cross-team communication: information requests, status inquiries, and escalations
• Communicate with clients: information requests, status updates, and resolutions
• Utilizes first-contact resolution approach to determine resource needs for resolutions
• Maintains individual Net Promoter Score for quality work to support the overall team scores
• Manages skillsets through cross-team/intra-team collaboration and external resources
• Supports the testing function through reporting bugs, change impacts, and client experiences
• Provides written resolutions within tickets prior to closure

Seniority level

Entry level

Employment type

Full-time

Job function

Administrative

Industries

Software Development