Customer Support Specialist I
On-siteAnnapolis, Maryland, United States
Annapolis, Maryland, United StatesOn-siteFull TimeSenior LevelLarge
Full TimeSenior LevelLarge
Job Summary
Respond to inbound phone calls, emails, and chat inquiries from end users, resolving general issues, troubleshooting technical difficulties, and diffusing difficult interactions. Assist with onboarding, new account set-ups, and system passcode resets while escalating complex issues to appropriate team members. Document all interactions and system problems in Salesforce, analyze statistics, and track new customer setup processes. Maintain regular communication with customers regarding support and new system features. Provide on-call coverage in departmental rotation and handle heavy call volumes under pressure.
Required Qualifications
- 2+ years customer service experience
- Previous customer service experience via phone
- Ability to resolve on-demand customer issues over the telephone
- Demonstrated ability to finesse and diffuse difficult interactions with customers
- Microsoft Office suite of tools
- web browsers
- Salesforce
- Strong organizational skills
- Strong interpersonal skills
- Ability to work well under pressure
- Ability to handle change and adjust accordingly
- Provide on-call coverage in departmental rotation
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