Remote Customer Support Specialist I

7 hours ago

Gatineau, Quebec, Canada Escribe Full-time

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.