Technical Support Specialist

About the Role The role provides effective technical support to processes and actively resolves client issues directly or through timely escalation to meet service level agreements. The candidate will communicate with customers via phone and email, document interactions, and maintain knowledge bases to facilitate faster problem resolution. What You'll Do

• Effectively communicating with customers by composing accurate, prompt and effective replies to customer inquiries, via phone and email.
• Handle difficult or sensitive issues with customers in a polite and tactful manner.
• Collect and contribute to daily/weekly/monthly reports monitoring customer activity.
• Understand company products, systems and customers.
• Field all incoming help requests from clients via telephone and/or emails in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions.
• Follow standard processes and procedures to resolve all client queries.
• Resolve client queries as per the SLAs defined in the contract.
• Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients.
• Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.
• Document and analyze call logs to spot most occurring trends to prevent future problems.
• Maintain and update self-help documents for customers to speed up resolution time.
• Identify red flags and escalate serious client issues to Team Leader in cases of untimely resolution.
• Ensure all product information and disclosures are given to clients before and after the call/email requests.
• Avoids legal challenges by complying with service agreements. What We're Looking For
• High School Diploma or GED or equivalent in relevant work experience desired.
• With or without call center experience.
• Fluent in English and Spanish language.
• Excellent telephone and email communication skills.
• Must be detail oriented, reliable and able to handle multiple priorities in a fast-paced environment.
• Ability to maintain the highest level of confidentiality.
• Excellent interpersonal, written and oral communication skills.
• Ability to work in a team fostered environment.
• Ability to work in a multi-tasked environment.
• Ability to prioritize and organize work.
• Ability to adapt to a flexible schedule.