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Product Support Specialist - Call Center

  • Location: Durham, 27701
  • Salary: 23.51
  • Job Type:Contract

Posted 5 days ago

Title: Product Support Specialist - Call Center
Location: Durham, NC (hybrid onsite/offsite)
Type: Contract-to-hire opportunity

Our world class SaaS client is hiring! 

Job Description: 

As a member of the Support team, your goal is to provide world-class service to our customers. The Product Support Specialist is a front line position and is expected to take on support cases of moderate complexity and be able to manage your priorities. Fast-paced, inbound call center.

Responsibilities:
  • Understand and become conversant in many large software application
  • understand, interpret, reproduce, and diagnose customer problems. Perform root cause analysis
  • tech solution to customers and document them in our knowledge base
  • communication clearly and precisely with customers in written and verbal form and maintain accurate and timely records
  • work with members of other departmental goals (case management, SLA, and C-SAT goals)
  • Be the voice of the customer
Requirements:
  • Excellent Problem-solving skills and the ability to navigate challenging situations professionally
  • 3+ years of experience providing direct support to external customers by phone, electronically and face-to-face
  • Excellent organizational skills - Ability to prioritize, manage, multi-task, and execute projects cross-functionally
  • Have the ability to think outside the box to find solutions
  • You are a team please with a focus on promoting a positive and professional atmosphere
  • You like to tinker and love technology
  • Flexible and addable, able to adjust to change and embrace the unknown
  • The ability to see the biggest picture, as well as work within the defined (an sometimes undefined) guidelines
  • Call center experience is a MUST
  • Software product support experience is a Must