Customer Support Specialist

About the role

As a Customer Support Specialist, you will provide an exceptional support experience for QGenda's customers by delivering our industry-leading best practices. You will work closely with members from across the greater Customer Experience organization to provide creative solutions to support requests and project-based assignments involving the QGenda application, aligning to our unified targeted business outcomes.

Responsibilities

• Maintain a professional and positive attitude in all customer and company interactions, both internal and external
• Collaborate with members of the CX organization, when necessary, to complete project based assignments within defined time frames and/or meeting identified deadlines
• Set and manage appropriate customer expectations around resolution and response times, adhering to established service-level agreements (SLAs)
• Deliver high customer satisfaction and low customer effort by providing solutions to issues in a timely fashion, escalating to senior team members as necessary
• Hold high degree of functional knowledge of QGenda solutions
• Timely and accurately track time, cases, projects, contacts and accounts within designated systems, following QGenda best practices

Requirements

High School Diploma / GED required; Associates / Bachelors Degree preferred, or equivalent industry experience in customer service or tech support.

Ability to follow protocols and policies as defined by QGenda and CX Leadership.

Qualifications

Excellent case management and time management skills

Strong written and verbal communication skills

Detail-oriented — ability to complete assignments and maintain communication with a high degree of accuracy and timeliness

Experience You Bring: Experience with computer programming skills or previous technical support experience is a plus.

Skills

Customer Service

Problem Solving

Communication

Benefits

Comprehensive total rewards package including:

• Fully company-paid options for medical (both in-person and virtual), dental and vision insurance
• Generous paid time off (PTO) policy
• Paid parental leave for birth, adoption or permanent placement
• 401(k) with company match
• Options to work in a hybrid-working model or remotely from home, depending on the position
• Annual Costco membership, cell phone stipend, commuter benefits, in-office perks and more

Pay

Competitive salary commensurate with experience

Schedule

Hybrid or remote working model