Technical Support Specialist I

Crisis24; Annapolis (MD); Hybrid; USD 45,000 - 60,000; Full time

Job summary

Crisis24 is seeking a Technical Support Specialist to assist end user customers in an inbound contact center environment. You will leverage product knowledge to troubleshoot inquiries, support onboarding, and ensure short- and long-term satisfaction and retention.

The role requires strong communication, the ability to handle high-volume calls, emails, and chats, and a customer-centric approach. Hybrid Annapolis, MD location with potential for growth within a SaaS company.

Qualifications

• 2+ years of customer service experience.
• Experience via phone.
• Ability to resolve on-demand issues by phone.
• Strong organizational and interpersonal skills.
• Experience with Salesforce and Microsoft Office.

Responsibilities

• Act as primary responder for inbound calls, emails, and chat from customers.
• Resolve general inquiries or escalate to others when needed.
• Assist with onboarding and new customer account setups.
• Document all customer interactions in Salesforce; analyze statistics and maintain materials.
• Track new customer setup processes and maintain communication about new features.
• Provide on-call coverage in departmental rotation.

Skills

Customer service

Phone support

Communication

Interpersonal skills

Organization

Multitasking

Bilingual

Education

2-4 year college degree

Tools

Salesforce

Microsoft Office

Web browsers

Job description

About Crisis24

Crisis24 is a global, AI-enhanced provider of travel risk management, mass communications, critical event management, crisis-security consulting, personal protection solutions and global medical concierge capabilities, allowing prominent organizations, disruptive brands and influential people to operate with confidence in an uncertain world. Backed by proprietary AI-enabled SaaS technologies, advanced Global Operations Centers, an extensive global footprint, and the largest team of private-sector intelligence analysts in the world, we deliver localized insights and global perspectives alongside medical, security, crisis response, embedded intelligence, and consultancy services as a preferred partner for Fortune 500 corporations.

More information is available at https://www.crisis24.com/careers

Who We Are Looking For

Technical Support Specialist assists end user customers with products and services by providing exceptional customer service, whether domestically or internationally, in an inbound call center environment. Leverage product knowledge to assist customers and troubleshoot with product inquiries and potential technical difficulties. Responsible for supporting customers' short-term and long-term satisfaction and retention.

Location: Annapolis, MD / Hybrid

What You Will Work On

• Act as primary responder in prompt, professional, and thorough manner for inbound phone calls, emails, and/ or chat from customers.
• Resolve general inquiries or direct to other team members when appropriate. Volume may be heavy so ability to work well under pressure is key.
• Provide assistance with onboarding and new customer account set-ups.
• Customer-centric focus with sense of urgency.
• Understanding of software's core system functionality.
• Initiate and reset system passcodes.
• Escalate customer issues to appropriate team level.
• Document all customer interaction and system issues in company CRM (Salesforce) tool, analyze statistics, and maintain customer materials.
• Track new customer set-up processes.
• Maintain regular communication with customers for support and may inform them of new system features.
• Provide on-call coverage in departmental rotation.
• Collaborate, communicate effectively, and share appropriate information with customers, within the department, and across the company. This requires strong listening, verbal, written, and interpersonal skills, judgement, patience, courtesy, and positive demeanor.
• Ability to self-organize, strategically plan, multitask, when necessary, pay attention to details, and prioritize.

What You Will Bring

• 2+ years customer service experience
• Previous customer service experience via phone
• Ability to resolve on-demand customer issues over the telephone
• Demonstrated ability to finesse and diffuse difficult interactions with customers
• Microsoft Office suite of tools, Salesforce and web browsers
• Strong organizational and interpersonal skills
• 2-4-year college degree
• Strong virtual presentation skills
• Prior experience within a Software as a Service (SaaS) organization
• Bilingual a +

Information Security

• Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis24 is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.