Remote Customer Support Specialist I
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Customer Support Specialist I
Function: Customer Experience
Reports to: Manager, Customer Support
Position Summary:
The Customer Support Specialist provides tier one support for our products with both customers and internal employees. This position involves troubleshooting product software and technical issues for existing customers, becoming a subject matter expert of our eScribe product, and providing internal product support when needed.
Our current support hours are 8:00am – 8:00pm ET (potential on-call shift from 8:00pm-11:00pm ET). You must be available to work a shift that falls within those hours and be willing to partipate in a rotation among Tier 1 team members weekly.
Shifts include:
- 8:30 AM - 5 PM EST
- 10 AM - 6:30 PM EST
- 11AM - 8 PM EST
- Potential on-call from 8 PM - 11PM ET as needed
Key Responsibilities:
- Troubleshoot software bugs and data-related issues for customers.
- Troubleshoot technical issues resulting from environmental issues (i.e., network, IIS, virus scanning etc.).
- Respond to customer inquiries through the support ticketing system by email, chat, telephone, and meeting software for all products.
- Prioritize support cases and inform customers of ticket status, progress, and timelines throughout the process of the ticket.