Customer Technical Support Specialist

Responsibilities

• Manage client accounts: Registering, access provisioning, notifications, account reconciliation and login assistance.
• Provide end-to-end technical support across JCR platforms, including ticket creation, technical troubleshooting, issue resolution, providing appropriate documentation on the resolution and ticket status, using Salesforce case management.
• Support a portfolio of products, resolving login issues, navigation challenges, system errors, content access inquiries and handle client product licenses as necessary.
• Directly communicate with the client, via phone, email and cases; throughout the ticket life cycle.
• Maintain and enhance knowledge management resources, including internal/external documentation and participate in system testing, pre-release validation, defect identification, and usability issues.
• Collaborate with cross functional teams to resolve issues, support continuous improvement initiatives, and enhance overall client experience.

Qualifications

• Bachelor’s degree in Information Services or equivalent is required.
• Superior organizational and customer service skills, strong analytical and problem-solving skills required for providing client service and support for web based commercial software.
• Minimum 2 years web-based application support experience: Salesforce experience is a plus.
• Solid interpersonal skills, working within cross-functional teams, and interacting with technical and non-technical management levels.
• Must be able to own client issues, push for resolution and keep the client informed along the way.
• Highly motivated, energetic, self-starter, passionate about technology and helping people successfully use it.
• Spanish language proficiency is a plus.

Pay

Min USD $48,000.00/year Max USD $61,500.00/year