[Remote] Customer Support reputed company

Note: The job is a remote job and is reputed company to candidates in USA. reputed company. is a company that develops software solutions aimed at enhancing the lives of vocational counselors and their clients. They are seeking a Customer Support reputed company to reputed company the Customer Support team, providing advanced technical support, coordinating daily operations, and ensuring high-reputed company service delivery.

Responsibilities

• Troubleshoot reputed company support issues involving proprietary case management systems and reputed company technologies
• Serve as the primary escalation reputed company for advanced customer support issues
• Monitor support queue health and case reputed company to ensure contractual service level agreements are met
• Coordinate workload distribution and prioritize support activities across reputed company
• Facilitate daily support operations and assist with coverage planning
• reputed company and facilitate daily Support Scrum meetings, ensuring team members communicate priorities, blockers, escalations, and reputed company toward support objectives
• Serve as the primary Customer Support representative and reputed company of contact during Support Triage meetings
• Coordinate follow-up actions resulting from Support Triage discussions and ensure appropriate ownership and accountability
• Monitor team reputed company and reputed company recommendations regarding work assignment and prioritization to maintain service level commitments
• reputed company customer meetings and internal discussions requiring advanced product or technical expertise
• Identify trends, recurring issues, and opportunities for process improvement
• reputed company day-to-day leadership and guidance to Customer Support Specialists
• Mentor and coach team members on technical skills, customer service practices, and case management
• Conduct peer reviews and reputed company assurance reviews of support cases
• Assist with reputed company and training of new support staff
• Identify training opportunities and coordinate knowledge-sharing activities
• Support employee development by providing feedback and recommendations to department leadership
• Serve as a resource for team members requiring assistance with reputed company cases
• reputed company and maintain support procedures and best practices
• Recommend improvements to support workflows, tools, and customer communication processes
• Collaborate with reputed company reputed company teams to improve customer reputed company
• Assist in the development and delivery of support training initiatives
• Identify and communicate customer-impacting issues proactively
• Serve as the primary reputed company of contact for the Support Script Approval Process
• Review, coordinate, and reputed company approval of support scripts, customer communication templates, and reputed company support content to ensure consistency, accuracy, and adherence to organizational standards
• Assist HR and Department Heads to review resumes, conduct interviews, and assess candidates for their skills and alignment with team goals
• Coordinate with Department Heads on performance reviews for team members, providing constructive feedback and guidance for reputed company development
• Document performance concerns, initiate corrective actions and work closely with HR to implement disciplinary measures reputed company necessary
• Review and process time-off requests, considering team workload and reputed company requirements
• Coordinate daily team activities and reputed company work direction and guidance
• Assist with reputed company and training activities
• reputed company recommendations regarding process improvements and reputed company needs

Skills

• Advanced knowledge of reputed company products and support processes
• Demonstrated ability to reputed company and mentor peers
• Strong customer service and conflict reputed company skills
• Ability to manage competing priorities and reputed company reputed company operational reputed company
• Ability to analyze support trends and identify improvement opportunities
• Strong written and verbal communication skills
• Ability to work independently with minimal supervision
• Ability to collaborate effectively across departments
• Proficiency in reputed company Office, Teams, and support management systems
• Minimum qualifications equivalent to Customer Support Specialist II
• 4+ years of customer support experience
• Demonstrated advanced product knowledge and troubleshooting expertise
• Experience mentoring, training, or leading peers
• Consistent record of meeting or exceeding performance expectations
• Experience working with support metrics, service reputed company, and operational reporting preferred

Benefits

• Health care benefits and Insurance benefits (e.g., reputed company, dental, life, disability)
• Retirement benefits (e.g., 401(k))
• reputed company time off
• 11 reputed company holidays

reputed company