Customer Support Specialist CombineNet
THIS JOB HAS EXPIRED FUNCTION(S): Customer Support, Technical Product Support
JOB LOCATION: Pittsburgh, PA
JOB LEVEL: Graduating, Experienced Professional
JOB TITLE: Customer Support Specialist I, Professional Services
TERM: Part Time (4:00 PM 8:00 PM)
INDUSTRY: Software, Technology, Customer Support, Sourcing
The Customer Support Specialist I position is responsible for providing technical support via phone and web for CombineNets customers in English and Spanish. This is a hands-on position on our global Professional Services team that will interface with our customers and with internal teams such as Engineering, Product Management, and Sales to resolve customer issues. The Customer Support Specialist is responsible for problem analysis, documentation, escalation, and resolution of customer support product questions and issues. In addition, the Customer Support Specialist will assist the Professional Services team with other product support initiatives such as updates to technical support documentation, development of customer support videos, and preparation activities related to upcoming product releases.
Provide prompt and courteous technical support to customers via phone and e-mail.
Assist with all facets of CombineNets technical support including issue identification and documentation, internal escalation, and customer communication.
Troubleshoot the customers support request using the available tools and resources while following the appropriate processes and procedures.
Provide proper diagnosis and resolution to the customer.
Keep accurate notes and details on all customer support requests.
Communicate with staff members regarding current/ongoing issues.
Ability to work flexible hours to extend support hours when necessary or participate on a rotating on-call list for critical customer support needs.
Participate in the creation and maintenance of training materials and documentation for technical support staff and customers.
Translate training materials and online support database contents to provide extended language support for CombineNet customers and their suppliers (if applicable).
Handle miscellaneous duties and responsibilities as defined by management.
DESIRED SKILLS AND CHARACTERISTICS:
Excellent oral and written English communication skills
Spanish language proficiency strongly preferred (verbal and written communications)
Proven ability to respond to customer needs and build relationships
Critical thinking and problem-solving skills to quickly diagnose customer issues
Ability to explain complex concepts clearly in written and verbal communications to CombineNets customers and their suppliers
Strong organizational skills and ability to follow through on tasks in an environment that requires multi-tasking
Ability to follow through and execute on assignments in a fast-paced and demanding work environment
A self-starter and quick learner
Creative, detail-oriented, energetic
U.S. Citizen or Permanent Resident (U.S.)
||Fifteen 27th Street |
Pittsburgh, PA 15222
THIS JOB HAS EXPIRED