Customer Support Specialist (Remote)
Resonance CX Partners · United States · 1 wk ago
RemoteRemoteAdministrativeFull-time
What To Expect (Job Responsibilities)
- Monitor case queues and manage incoming tickets, phone calls, and chat inquiries with urgency and professionalism
- Diagnose and resolve application and configuration issues, focusing on root cause analysis
- Maintain timely communication with customers during service incidents or outages
- Document and escalate software bugs or recurring issues to internal teams
- Collaborate across teams by providing customer feedback and insights for product improvements
What Is Required (Qualifications)
- Minimum of 1 - 5 years in Support Help Desk management
- Strong verbal and written communication skills
- Organized, detail-oriented, and capable of managing multiple tasks independently and as part of a team
- Proficiency with Microsoft 365 tools, including Outlook, Excel, and Word
- Ability to explain technical concepts to both technical and non-technical users
How To Stand Out (Preferred Qualifications)
- Experience with Justice environments and/or Operations
- Experience writing and/or reading basic SQL queries
- Proficiency using CRM and ticketing systems
- Knowledge of client-server structures and relationships
- Experience with typical operations and procedures for state and local government organizations