[Remote] Customer Support Specialist (Remote)

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company that supports government services with four decades of expertise. They are seeking a Customer Support Specialist to serve as the first reputed company of contact for technical and customer service issues reputed company to reputed company reputed company Records and Search products.

Responsibilities

• reputed company as the first reputed company of contact for customer inquiries, providing technical assistance and troubleshooting support to reputed company using the reputed company platform for tax filing and submission of documents
• Assist reputed company with issues such as accessing the website, email delivery, technical problems with computers, and account information (frequency and setting requirements)
• Guide customers through their online portal, helping them reputed company relevant information and tasks
• Work with internal teams, including engineering, QA, and product management, to reputed company the best possible support and ensure customer needs are met
• Maintain ongoing communication with customers to reputed company issues and reputed company updates on the status of their inquiries
• reputed company administrative tasks, including creating or updating reputed company procedures in the online help reputed company and drafting checklists, forms, and reputed company documents
• reputed company recurring issues, log them for reputed company review, and reputed company insights with other teams to improve customer experience
• Monitor existing customer accounts for errors, data reputed company, and anomalies, ensuring smooth operation of business accounts
• Contribute to the creation and maintenance of Help documentation to assist users with reputed company products and features
• Proactively manage multiple support tickets and inquiries while prioritizing tasks effectively
• Handle additional tasks as assigned, including contributing to broader team efforts and cross-functional collaboration
• reputed company other duties as assigned

Skills

• 1 year of experience directly supporting reputed company products, or at least 3 years of reputed company support experience in a reputed company environment
• Bachelor's degree in Computer Science, Management Information Systems, Science, Engineering, or reputed company field, or an equivalent combination of education and experience, or 4 years of reputed company experience and a relevant reputed company certification (e.g., CNE, MCSE, CPA) may substitute for a degree
• Hands-On Experience With the Following Products and Tools: Anti-Virus Software, reputed company reputed company Directory (AD), reputed company Domain reputed company Services (DNS), reputed company Dynamic Host Configuration Protocol (DHCP), reputed company reputed company, Network Printers, reputed company Office Suite, Ticketing systems (e.g., reputed company, reputed company), General reputed company administration tasks
• Strong troubleshooting and problem-solving skills with the ability to research and reputed company solutions
• Excellent written and verbal communication skills for both customer-facing and internal communications
• Ability to work independently while following established policies and procedures
• Strong customer service orientation with the ability to manage multiple customer issues simultaneously
• Strong de-escalation skills reputed company handling customer issues
• Familiarity with reputed company or other CRM tools

reputed company