Support Services Specialist

Manage customer services support inquiries via phone, web and chat for Centershift's commercial applications and related 3rd party products. Provide training, setup and administration for lower tier customers. Coordinate with account and project managers to ensure a positive support experience for all customers.
Functions and Responsibilities:
Provide quality customer service on inbound chat sessions, calls, emails and tickets
Diagnose and resolve issues with commercial application and 3rd party integrated products
Troubleshoot and escalate 2nd tier support calls to project management teams
Identify coaching/training opportunities on incoming support requests
Assist in the setup and configuration new customers implementations
Monitor application performance and escalate to operations team
Troubleshoot internet related problems including customer hardware and internet service provider availability
Assist internal employees on quality assurance and customer retention activities
Education: High School Diploma or equivalent experience
Experience: 2+ years of customer services experience in a call center or help desk environment
Familiarity with internet troubleshooting and client/server applications
Basic hardware troubleshooting of personal computers, routers, modems, printers etc.
Excellent written and verbal communication skills
Accurate and efficient data entry and organization
Proficiency with Windows operating systems (XP, Vista, 7, 8)
SQL experience preferred
Skills: Works well under general supervision in a team environment
Detail-oriented and well organized
Problem-solver with good communication skills
Contact: Centershift Jobs
Email: jobs@centershift.com
Please send your resume and cover letter to the email above.

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