Customer Support Specialist

Employer: Qualtrax
Job Location: Blacksburg, Virginia
Category: Tech Support/Customer Service
Employment Type: Full Time
Last Updated: 10/1/2018
Closing Date: 2/22/2019
Qualtrax
Qualtrax is a powerful compliance software package that works with companies worldwide to assist them with achieving compliance goals. This includes not only managing documentation, but automating key business processes, streamlining training management, and ensuring critical industry regulations are addressed.

We continue to invest in the development of the product and are continually incorporating new features and functionality into our product based on customer feedback and technology advances and trends.


www.qualtrax.com
Job Description

A Customer Service Specialist, or CSS, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

The best CSSs are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk and solve problems. Our Customer Service Specialists will advocate for our customers when necessary and will gather and share feedback with the rest of the organization.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities

  • Build and maintain successful long-term relationships with both internal and external customers through responding to in/outbound customer service inquiries via telephone and email
  • Recommend potential services to customers after analyzing their needs
  • Communicate customer feedback regarding product improvements and trends to product stakeholders
  • Troubleshoot, escalate and respond to customer support requests
  • Answer “how to” questions about the software and its abilities
  • Assist customers with installs and upgrades as needed
  • Troubleshoot a wide range of customer tickets
  • Create, update, and close tickets in support ticketing system
  • Research and advise on database-specific error messages
  • Initialize and run online meetings to get a first-hand look at the system setup and further diagnose issues
  • Update daily processes and support portal including the knowledge base system and troubleshooting guide
  • Recommend potential services to customers after analyzing their needs
  • Coordinate escalated issues appropriately with developers, product managers, and leadership
  • Create and update support related quality documentation.
  • Participate in needed quality related actives and/or trainings.
  • Be the voice and advocate for the company’s purpose and mission
  • Share insights and experience in team and company discussions
  • Challenge the status quo

Qualifications and Skills

  • Bachelor’s Degree or 4 years’ relevant experience
  • Awesome troubleshooting and problem solving skills
  • Customer service experience with proven record
  • Exceptional written and speaking skills
  • Driven to produce high quality results
  • Highly organized and detail oriented
  • Ability to manage multiple tasks and projects
  • Patience and listening skills
  • Experience troubleshooting Microsoft Windows client products
  • Experience with meeting and chat tools, Zoom preferred
  • Experience with ticketing tools, preferred but not required
  •  Willingness to learn and grow
  • Able to work on a team or individually
    • Highly self-motivated and self-directed
    • Accepts and responds to feedback quickly and positively
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