Technical Customer Care Specialist II

Job Summary

Provides technical customer support to ensure that all customers are satisfied with the acquired company's products and services. Engages with customers to ensure understanding of product / service capabilities and operations. Trains customers in standard operational procedures and provides coaching / expertise to help resolve technical and procedural difficulties. Liaises with product, service delivery and other teams to help address unanticipated issues and situations.

Key Responsibilities

• Handle incoming technical support customer requests escalated by front-line support.
• Serves as a customer care agent for an assigned customer base or product area.
• Responds to customer inquiries received via telephone or online.
• Answers routine to moderately complex questions, following established procedures.
• Researches and troubleshoots customer requests, analyzes needs and:
  • Determines problem source (i.e., hardware, software, user access),
  • Resolves issues where possible,
  • Refers difficult and complex issues to internal technical experts, and/or
  • Refers issues to management, documents issues for future
• Documents and reports on customer inquiries, status and resolution.
• Follow up with customers on issue status and resolution to ensure ongoing high levels of satisfaction.
• Builds working relationships with customer representatives and with cross functional teams.

Qualifications and Experience

• High School Diploma/GED and 3 years experience OR
• Any level degree or certification beyond HSD/GED and 1 year experience OR
• 5 years experience
• Ability to work flexible work hours/schedule.
• Able to work independently and as a team to deliver on individual and business goals
• Strong problem-solving capabilities
• Strong technical troubleshooting skills
• Excellent communication skills (verbal and written), with strong interpersonal skills and attention to detail.

Pay

The hourly rate range for this position is $21.00 - $24.00. The final pay for this position will be determined by multiple factors including, but not limited to, location, education, experience, training and skills.

Benefits

• Healthcare Coverage for you and your family covering Medical, Dental & Vision
• Tax Advantage accounts such as Health Savings Account (HSA) & Flexible Spending Accounts (FSA)
• Generous PTO
• Pet Insurance
• Retirement Planning
• ID Theft Insurance
• Life and Disability Insurance
• Commuter Benefits
• Accident & Hospital, Critical Illness Insurance
• Tuition Reimbursement

This response is AI-generated, for reference only.