Technical Support Specialist I

About the role

Crisis24 is a global, AI-enhanced provider of travel risk management, mass communications, critical event management, crisis-security consulting, personal protection solutions and global medical concierge capabilities. We serve prominent organizations, disruptive brands, and influential people, offering peace of mind in an uncertain world.

Responsibilities

• Assist end user customers with products and services by providing exceptional customer service, whether domestically or internationally, in an inbound call center environment.
• Leverage product knowledge to assist customers and troubleshoot with product inquiries and potential technical difficulties.
• Support customers' short-term and long-term satisfaction and retention.
• Act as primary responder in prompt, professional, and thorough manner for inbound phone calls, emails, and/or chat from customers.
• Resolve general inquiries or direct to other team members when appropriate.
• Volume may be heavy so ability to work well under pressure is key.
• Provide assistance with onboarding and new customer account set-ups.
• Customer-centric focus with sense of urgency.
• Understand software’s core system functionality.
• Initiate and reset system passcodes.
• Escalate customer issues to appropriate team level.
• Document all customer interaction and system issues in company CRM (Salesforce) tool, analyze statistics, and maintain customer materials.
• Track new customer set-up processes.
• Maintain regular communication with customers for support and may inform them of new system features.
• Provide on-call coverage in departmental rotation.
• Collaborate, communicate effectively, and share appropriate information with customers, within the department, and across the company.
• This requires strong listening, verbal, written, and interpersonal skills, judgement, patience, courtesy, and positive demeanor.
• Able to self-organize, strategically plan, multitask, when necessary, pay attention to details, and prioritize.

What You Will Bring

• 2+ years customer service experience
• Previous customer service experience via phone
• Demonstrated ability to resolve on-demand customer issues over the telephone
• Strong organizational and interpersonal skills
• 2–4-year college degree
• Strong virtual presentation skills
• Prior experience within a Software as a Service (SaaS) organization
• Bilingual

Information Security

Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Requirements

• 2+ years customer service experience
• Previous customer service experience via phone
• Demonstrated ability to resolve on-demand customer issues over the telephone
• Strong organizational and interpersonal skills
• 2–4-year college degree
• Strong virtual presentation skills
• Prior experience within a Software as a Service (SaaS) organization
• Bilingual