Web Customer Support Specialist provides technical support and coordination with the help desk to solve user issues with websites and web interfaces. Interacts with customers and troubleshoots problems to determine the root cause and to provide the right solution. Being a Web Customer Support Specialist maintains and uses a product and knowledge database of known issues and standard solutions to provide fast responses and high customer satisfaction. Typically requires a bachelor's degree or equivalent. Additionally, Web Customer Support Specialist typically reports to a supervisor or manager. The Web Customer Support Specialist occasionally directed in several aspects of the work. Gaining exposure to some of the complex tasks within the job function. To be a Web Customer Support Specialist typically requires 2 -4 years of related experience. (Copyright 2024 Salary.com)
General Purpose
The Customer Support Tier 1 Specialist reports directly to the Customer Support Manager and plays an integral role in daily support and service to our customers. Once a customer is actively using Muni-Link’s cloud-based software, the Customer Support Team will provide ongoing support on customer calls, emails, and live chats. The Customer Support Tier 1 Specialist will follow through each task until a solution is taken back to the customer and reviewed to their satisfaction. Once trained this position will have a hybrid work week onsite and remote.
Description
Tier 1 Specialist: The front-line support team. Tier 1 Specialist is able to resolve the most common incidents and requests. The Tier 1 Specialist is responsible for resolving a significant percent of issues without escalation to other teams and is typically measured by response time and customer satisfaction. Tier 1 Specialist should have strong communications skills and good troubleshooting and customer service skills. Tier 1 Specialist will be supported by effective remote access tools, a knowledge base that provides information on common solutions and workarounds, and collaboration capabilities with other support teams. Tier 1 Specialist is responsible for gathering as much information as possible from the end user. Tier 1 Specialist must use the ticketing system with which to record and track their work, to ensure all teams have progress visible to them and can coordinate communications and resolutions effectively.
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0 Web Customer Support Specialist jobs found in Altoona, PA area