Technical and Customer Support Specialist - REMOTE JOB, Full-Time
Snap One
Remote
Full Job Description
Overview
The Technical & Customer Support Specialist will report to the Manager of Customer Advocacy and will be responsible for fielding and responding to customers in need of support with a goal of quick resolution and high customer satisfaction. This role will advocate on behalf of the end user in their relationship with their local dealer, mediating the situation to full resolution. The successful individual will provide best-in-class customer support to internal and external customers, and will demonstrate curiosity, accountability, attention to detail and creative problem solving.
Responsibilities
Engage with customers via phone, email, or other communication channels
Promptly contact the customer to ensure full attention is being given
Diagnose issue with customer to develop plan for resolution
Manage all escalations for timely execution and strong record keeping
Engage with existing and/or new dealer as needed
Ensure internal customers and appropriate business lines are involved as necessary
Maintain focus on cost containment while driving excellent customer satisfaction
Qualifications
Required Qualifications
High school diploma or equivalent
3+ years in customer care position
Proven ability in customer resolution and complex problem solving
Experience with Microsoft Office Products
Can work 8am-5pm Mountain Time
Preferred Qualifications
Bachelor’s Degree
Understanding and/or experience in technical industry
Experience with software such as SAP and Salesforce
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