Customer Support Specialist
DEPARTMENT: Customer Support
OFFICE LOCATION: Fort Wayne, IN
FLSA STATUS: Exempt
TYPE: Regular Full-time
Who You Are
You are passionate about creating personal and positive experiences with customers. You love to lead a team and enjoy solving problems and pride yourself in providing exceptional support to everyone you encounter. You are an active listener and leave no stone unturned to meet someone’s need. You excel in a fast-paced and results-oriented environment and pride yourself on your high sense of urgency and attention to detail. If this sounds like you, please keep reading!
What You’ll Do
As the Customer Support Specialist, you’re the first line of defense and will be responsible for resolving customer inquiries and guiding users through the features and functionalities of our systems.
To be successful, you will have to:
Develop and maintain knowledge of Techficient’s products and services
Serve as the contact between external customers and internal resources
Troubleshoot and handle support inquires through various communication methods (email, phone, chat, screen sharing, video-conferencing, etc.)
Document customer inquiries and ensure is up-to-date on status and is notified once it’s been completed
Actively collect and document insights from customers and sent to the Product team
Aid in onboarding of new customers and clean-up post data migration
What You Need
Ability to work efficiently and independently, set priorities, and manage multiple tasks and deadlines in a fast-paced environment while maintaining attention to detail
Active listener who seeks to understand the root cause of issues and understand the "why" behind the issue
Strong critical thinking skills with the ability to interface with various internal support partners to derive solutions
Adapt well to change and problem solve quickly and smoothly
Self-motivated and able to deal with ambiguity, and manage multiple things at once
Possess the ability to simplify the complex and effectively communicate it
Techficient is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees.