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 outcome.

How You’ll Make an Impact

• 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
• Ensure timely and accurate tracking of time, cases, projects, contacts and accounts within designated systems, following QGenda best practices

Who You Are

• 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

• A 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

Not Required, But Nice to Have

• Computer programming skills or previous technical support experience

Pay

Compensation is commensurate with experience.

Schedule

We offer a flexible schedule that allows for a healthy work-life balance.

Benefits

We offer a comprehensive total rewards package to support our full-time employees and their family’s day-to-day needs, well-being and major life events, which includes:

• 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

Qualifications

We are an Equal Employment Opportunity employer and make all employment decisions without regard to race, color, religion, creed, gender, sex (including pregnancy), sexual orientation, gender identity or expression, natural origin, ancestry, age, marital status, disability or genetic information, military status, status as a disabled or protected veteran or any other protected status under applicable law.