Full Job Description
As a Technical Support Specialist at Corcentric, you will join a
collaborative team within an ambitious, entrepreneurial global
organization. You will be tasked with supporting customers by
answering questions and resolving issues related to Corcentric
software solutions.
This key position reports to the Sr.
Manager, Customer Support within our Global Client Services team.
We’re a dedicated, down-to-earth group in a growing global
organization offering plenty of opportunity. We look forward to adding
you into the mix!
As a Technical Support Specialist,
you’ll be responsible for:
- Responding to
incoming customer support requests, both technical and non-technical,
via phone and email in a professional and timely manner
- Mitigating customer confusion or frustration through effective,
patient communication
- Utilizing resources and tools
effectively for troubleshooting and researching issues to identify
root cause and resolution.
- Supporting, documenting,
prioritizing, and tracking incidents reported by customers
- Escalating cases to senior resources and following documented
escalation procedures
- Acquiring and maintaining
knowledge of relevant products, service offerings, and support
policies to provide accurate solutions
- Being the “voice of
the customer” by gathering and conveying feedback internally regarding
product improvement and enhancement customer suggestions
- Achieving high levels of customer satisfaction
- Actively
participating in a team environment, including collaborating with
cross-functional teams and management throughout Corcentric
- Developing an extensive knowledgebase of Corcentric applications
Requirements
You’ll need to
have:
- Experience in customer support or technical
support, with excellent rapport and relationship-building skills
- Exceptional customer service skills, a passion for
technology along with strong troubleshooting skills
- Good
understanding of software applications and SaaS platforms
- Excellent verbal and written communication skills, with a
service-oriented attitude
- Strong problem solving and
analytical skills
- Reliability, along with a strong work
ethic
- Demonstrated ability to multitask, remain organized
and prioritize between multiple projects
- High proficiency
with Windows applications (Excel, Word, PowerPoint)
- Ability
to speak and write in both French and English
(We want
to make sure you’re set up to succeed, and we view these as the
critical skills you’ll need to achieve great things at Corcentric!)
It's great if you also have:
- 2-3 years of experience in customer service or technical support
- Research and database experience a strong plus (EDI, SQL)