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Customer Care Specialist - Orem, United States - Therapy Brands, Inc.
Description
** Customer Care Specialist**
**Job Category****:** Customer Experience **Requisition Number****:** CUSTO01739 Showing 1 location **Job Details**
**Description**
The Customer Care Specialist is the second escalation point within the Customer Care Team for issues that cannot be resolved. In this role, you are a subject matter expert in our products, and youre responsible for troubleshooting and resolving complex non-generic customer issues requiring detailed systems and applications knowledge.
The hours for this position will be between 8AM to 5PM Mountain Time, Monday to Friday.
This Position Reports to:
Customer Care Manager
Responsibilities:
Responsible for working with the client to resolve non-standard technical and workflow issues
Responsible for having extensive product and industry workflow knowledge
Provide product training and act as mentors
Responsible for escalating technical issues that could not be resolved
Act as a backup
Provide after-hours coverage as part of an on-call rotation schedule for SLA support as needed
Work continuously to increase product knowledge by reviewing escalated cases on a weekly basis
Create technical bulletins to serve as a job aid and expand the knowledge base for handling support issues
Ensure that all actions and discussions pertaining to issues escalated are completely documented in the CRM system
Ensure customer and partner inquiries are responded to within established timeframes and customer care and technical support service levels are achieved
Identify, prioritize and resolve reported problems including data, account administration, desktop hardware/software, including application issues.
Responsible for maintaining and deploying systems via automated methods
Research, resolve, and respond to end-user issues/problems received via email, telephone, or escalations, and provide support on desktop systems
Other duties as assigned
Document, maintain, upgrade and replace hardware and software systems
Maintain, analyze, troubleshoot and repair computer systems, hardware and peripherals
Provides end user training where required
Agile working across Customer Experience spaces when needed, including Success, Services, and Implementation/Training
+ Knowledge Base content creation and cultivation, special projects, customer communications, product and tooling integration and validation, etc.
Infrequent/occasional travel may be required for initial training and/or annual retreats
Core Competencies Needed for Success in the Role
Outstanding customer focus skills
Outstanding communication skills
Outstanding technical and functional skills
Outstanding data gathering and analysis skills
Outstanding interpersonal skills
Outstanding adaptability and stress tolerance; ability to shift between projects/tasks to keep up with workload
Highly self motivated and directed, with attention to detail
Qualifications
Excellent written communication and verbal skills, as well as strong listening skills
Possesses strong customer relation skills
Ability to handle multiple priorities
Must speak fluent English
Perform in an effective and timely manner all the tasks required
Work collaboratively with other departments (e.g. Development, Product, Sales)
Exhibit above average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions
Methodically resolve the more difficult and complex production issues reported by customers and partners
Experience working remotely and/or with distributed teams is a plus
Experience Required
3-5 years of experience in providing customer service
2-5 years of technical support experience
1-3 years of experience working in a remote environment preferred
**Skills**
**Education**
**Experience**
