Technical Customer Support Specialist Tier 1

Trackforce Valiant
San Diego, CA / Remote
30+ days ago
Trackforce Valiant
Trackforce Valiant
trackforce.com

Job Description

Customer Support Specialist Tier 1

Trackforce Valiant is a fast-growing global company providing web-based and mobile solutions to the security services and hospitality industries in more than 25 countries. Our officer management and scheduling applications are used by thousands of daily subscribers in a dozen languages who keep people and places safe and organized.

We are growing, looking for a self-motivated Customer Support Specialist Tier 1 to work near our San Diego, CA or Woodbury, NY offices, but as mostly remote employee. Occasional in person training or meetings may occur on site at our offices, but daily duties will be remote. If you enjoy technology and are totally customer focused, we would like to talk to you.

Answering and responding to client concerns with world-class professionalism sets us apart from our competition. The Support Team also configures devices, applications and client access to solutions as part of deploying licenses on accounts. The right applicant will work side by side with our Customer Success, Implementations, and Sales teams to ensure maximum value is delivered to our clients.

This is an entry level position with opportunities to advance if you leverage your skills and motivation and make a commitment to ensuring the success of both are customers and our company.

The right candidate will spend a lot of time talking and typing. Excellent written, verbal and typing skills are essential. After learning about our solutions, you will assist others during web-based training sessions or during phone calls. The ability to do business in Spanish is a requirement to serve our Latin American clients.

Reports to

US Customer Support Director, based in San Diego.

Responsibilities

· Provides outstanding quality and enthusiastic customer support with a high degree of customer satisfaction, functional and technical expertise, as well as thorough and timely response to customers, via phone, email or online chat.

· Performs excellent analysis, assessment and troubleshooting with the ability to know when to escalate.

· Achieves and maintains a thorough proficiency with the capabilities of Trackforce Valiant’s “Software as a Service” applications as well as corresponding system and software changes.

· Provides support to Customer Success and Implementation team members and clients as required, including accounts originating outside the United States.

· Assists customers by providing remedial training as needed and coordinating with Customer Success team members to schedule follow-up training requirements if needed.

· Promotes, explains and encourages customers to use additional software solution functionalities they may not be currently using.

· Documents software defects for escalation to a Customer Support Specialist Tier 2.

· As requested, assists development of marketing communications or documentation related to products or features.

· Consistently and completely documents phone and email support transactions, identifying processes and methodologies used to diagnose and resolve the customer’s issues within appropriate CRM tools.

· Infrequent, periodic travel may be required for team building exercises or company events.

· Other customer support tasks and responsibilities as requested.

Required Skills

· Experience supporting SaaS applications required.

· Solid understanding of basic computer functions the ability to teach and train others.

· Strong verbal and written English communications skills.

· Spanish language skills required to support activities in Mexico, Puerto Rico or other locations where written or verbal communication in Spanish is required.

· Ability to communicate effectively over the phone, online as a presenter and in writing.

· Excellent organizational, problem solving and communications skills

· Ability to work independently and balance multiple priorities.

· Two (2) or more years of experience in a customer service or support environment.

Must have received or be willing to receive the COVID-19 vaccination by date of hire to be considered. Proof of vaccination required.

Job Environment

· Monday through Friday in a majority remote work environment for daily duties, but geographically located near San Diego, CA or Woodbury, NY for periodic in person training or meetings.

· Work hours will be 07:00 to 16:00 (7AM to 4PM) Pacific Time or 10:00 to 19:00 (10AM to 7PM) Eastern Time with one (1) hour lunch.

· Medical, dental and vision for employee and family members available.

· Open Time Off policy for flexible paid holidays after manager approval with nine paid holidays.

Job Type: Full-time

Pay: From $21.00 per hour

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Disability insurance
  • Employee assistance program
  • Flexible spending account
  • Health insurance
  • Health savings account
  • Life insurance
  • Paid time off
  • Parental leave
  • Vision insurance

Schedule:

  • 8 hour shift
  • Day shift

Work Location:

  • One location

Work Remotely:

  • Temporarily due to COVID-19

Work Location: One location

Source

https://www.indeed.com/jobs

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