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Related keywords
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- Customer Technical Support Specialist
- Customer Support Services Specialist
- Global Customer Support Specialist
- Contract It Support Specialist
- Customer Support Product Specialist
- Virtual Customer Support Specialist
- Software Customer Support Specialist
- Bilingual Customer Support Specialist
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Customer Support Specialist (Contract)
Company | OmniUpdate (Now Modern Campus) |
Address | Ontario, Canada |
Employment type | CONTRACTOR |
Salary | |
Category | Internet Publishing |
Expires | 2023-10-11 |
Posted at | 8 months ago |
Who We Are…
- Customer Communication: Front line representative of the customer service team and the company, using clear and professional communication to convey the status and nature of the issue, including suggested workarounds.
- SLA Adherence: Uphold our customer commitments as part of a metrics-driven team with clear goals that contribute to high levels of customer satisfaction
- Subject Matter Expertise: Develop knowledge of the product, modules, industry to become a resource to customers, other team members and other teams
- Identification: Leverage documentation, customer questions, related issues, SQL Queries, application logs and sandbox environments to reproduce, troubleshoot and understand the issue. Gather details and document issues appropriately with attention to detail and clear communication.
- Severity Assessment: Ensure required information is taken in regarding the ticket and use that information to prioritize the ticket, attempt to resolve, or route to appropriate owner
- Customer Advocacy: gain unique insight into the needs and issues facing customers as part of an important feedback loop, ensuring high quality deliverables.
- Issue Acknowledgement: Track and respond to inbound communication of support issues from customer email, ticket system entry or phone as well as any issues identified by our automated monitoring
- Clear, professional quality written and verbal communication
- Familiarity with Crystal Reports (or similar software)
- Pragmatic prioritization and time management
- Exposure to Java
- Able to work effectively with minimal supervision in a close team environment
- Quick learner who enjoys a challenge
- Composure during high-pressure escalations
- While the following are not required, candidates should highlight any experience they have with:
- Working knowledge of database concepts and the ability to generate troubleshooting SQL queries
- Education industry experience
- Working knowledge of accounting/finance concepts
- Experience supporting cloud hosted software
- Experience with XML or JSON based web services
- Strong critical thinking and problem solving skills
- Motivated, hardworking and flexible
- 1+ years of experience in a customer facing technical/software support role preferably at a SaaS and or enterprise software company
- The base salary range* for this full-time position is between $50,000 - $60,000
- You will make a difference every day for universities trying to grow and students trying to learn.
- Remote first workplace – whether working from one of our offices or remotely, our employees get things done!
- Learning and development opportunities
- Rewards and recognition programs
- Our salary ranges reflect the minimum and maximum target for new hires for the position within the US and Canada. Within the range, individual pay is determined by factors including job-related skills, experience, and relevant education or training.
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