Technical Support Specialist
hace 2 semanas
About Cloud Software Group
At Cloud Software Group, we are dedicated to delivering a world-class customer experience in a fast-paced, changing environment.
We help organizations deliver a modern client experience with secure, easy-to-use technology that streamlines document and client-facing workflows. Our suite of cloud-based products empowers people to focus on the work that matters most and is dedicated to making working lives everywhere better, simpler, and more fulfilling.
The Role:
As a Technical Support Specialist at Cloud Software Group, you will play a critical role in assisting customers with product-related queries, understanding their problems, and resolving them efficiently. You will work on issues ranging from answering product questions to providing basic to intermediate technical support.
Key Responsibilities:
- Answer incoming customer support requests in a fast-paced environment.
- Take the time to understand the customer's problem/request, then perform all necessary steps to resolve their problem with our Product.
- Maintain detailed records of interactions via Case Comments, Case Status, Internal Notes, etc., accurately.
- Closely work with the rest of the team to maintain up-to-date information in our Knowledge Center, taking advantage of reusing existing information when available or creating new articles when they do not exist.
Requirements:
- Bachelor's Degree or equivalent experience preferred.
- 2+ years in a Technical Support role within the technical service industry.
- Background in computing (Mac & PC), networking, web browsers, and PC troubleshooting.
- Familiarity with GSuite, and Microsoft Office suite of products including Outlook, Excel, PowerPoint, and Word.
- Case Management experience is necessary.
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