1228 Customer Support Specialist jobs in Atlanta

Job Description

Job Description

We are seeking a Customer Support Specialist to join our growing team in New Orleans, LA. This role is essential in maintaining our commitment to excellent client service by providing timely and effective support. The ideal candidate is detail-oriented, communicates clearly, and thrives in a fast-paced environment.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and in-person

• Resolve customer issues efficiently while maintaining a professional attitude

• Document all customer interactions in the system accurately

• Coordinate with internal departments to ensure customer satisfaction

• Assist in processing orders, returns, and service requests

• Maintain up-to-date knowledge of company products and services

• Contribute to a positive team environment and suggest process improvements

Qualifications:
Qualifications

Qualifications

• High school diploma or equivalent; associate or bachelor’s degree preferred

• Previous experience in customer service or support roles

• Excellent verbal and written communication skills

• Strong problem-solving abilities and attention to detail

• Proficient in Microsoft Office and general computer skills

• Ability to multitask and manage time effectively

Additional Information

Benefits

• Competitive salary ($44,000 - $63,000 annually)

• Opportunities for professional growth and career development

• Supportive and collaborative team environment

• Paid time off and holiday schedule

• Ongoing training and skills development

• Respond to customer inquiries and resolve issues via phone, email, and chat in a timely and professional manner.
• Diagnose and troubleshoot customer technical problems, providing clear and concise solutions.
• Guide customers through product features, troubleshooting steps, and account management processes.
• Escalate complex issues to appropriate departments and follow up to ensure resolution.
• Document all customer interactions and resolutions accurately in the CRM system.
• Identify trends in customer issues and provide feedback to product and engineering teams.
• Assist in developing and updating knowledge base articles, FAQs, and support guides.
• Train and mentor new and junior customer support representatives.
• Contribute to process improvement initiatives to enhance customer satisfaction and efficiency.
• Act as a subject matter expert for product knowledge and support procedures.

• Associate's or Bachelor's degree in a relevant field, or equivalent practical experience.
• Minimum of 4 years of experience in a customer support or technical support role.
• Proven track record of delivering excellent customer service in a fast-paced environment.
• Strong technical aptitude and ability to quickly learn new software and systems.
• Excellent problem-solving, analytical, and de-escalation skills.
• Exceptional written and verbal communication skills.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to work independently and manage time effectively in a remote setting.
• Experience with (mention specific software/industry relevant to the fictional company, e.g., SaaS platforms, E-commerce solutions) is highly preferred.
• Demonstrated leadership potential and experience mentoring team members.

• Provide expert-level technical support to customers via phone, email, and chat.
• Troubleshoot and resolve complex product and service issues, escalating when necessary.
• Serve as a mentor and escalation point for junior customer support representatives.
• Document customer interactions, issues, and resolutions accurately in the CRM system.
• Develop and maintain comprehensive knowledge base articles and FAQs.
• Identify trends in customer issues and provide feedback to product and engineering teams for improvement.
• Assist in the training of new customer support team members.
• Proactively identify opportunities to improve the customer support process and customer satisfaction.
• Handle customer complaints and ensure timely and satisfactory resolutions.
• Stay up-to-date with product updates and industry best practices.

• Associate's or Bachelor's degree in a related field, or equivalent practical experience.
• Minimum of 4 years of experience in customer service or technical support roles.
• Proven ability to troubleshoot and resolve complex technical issues.
• Excellent communication, active listening, and problem-solving skills.
• Proficiency with CRM software and helpdesk ticketing systems.
• Strong understanding of (mention relevant technology/product area, e.g., software, hardware, SaaS platforms).
• Ability to remain calm and professional under pressure.
• Experience in training or mentoring team members is a significant advantage.
• Demonstrated commitment to providing outstanding customer service.

• Lead, train, and mentor a team of customer support representatives, fostering a positive and high-performing work environment.
• Serve as a primary point of escalation for complex customer issues, providing expert resolution and ensuring timely follow-up.
• Develop and implement best practices for customer support processes, including ticket management, response times, and issue resolution workflows.
• Monitor customer feedback and support metrics (e.g., CSAT, NPS, FCR) to identify trends and areas for improvement.
• Collaborate with product and engineering teams to communicate customer pain points and advocate for product enhancements.
• Create and maintain a comprehensive knowledge base of product information, troubleshooting guides, and FAQs for both internal teams and external customers.
• Handle customer inquiries via phone, email, and chat, demonstrating empathy, professionalism, and efficiency.
• Analyze support data to identify root causes of recurring issues and proactively develop solutions.
• Contribute to the development and delivery of customer support training programs.
• Ensure adherence to service level agreements (SLAs) and company quality standards.

• High school diploma or equivalent; Associate's or Bachelor's degree in a related field is preferred.
• Minimum of 3-5 years of experience in customer support, with at least 1 year in a lead or supervisory role.
• Proven experience with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Strong technical aptitude and ability to quickly learn new software and technologies.
• Excellent verbal and written communication skills, with a patient and empathetic demeanor.
• Demonstrated ability to de-escalate challenging situations and find mutually agreeable solutions.
• Strong organizational and time management skills, with the ability to manage multiple priorities effectively.
• Experience in creating and managing knowledge base content.
• Ability to analyze data and translate insights into actionable improvements.
• Leadership qualities with a track record of motivating and developing teams.

• Serve as API's on-site liaison with the railway partner, providing support, guidance, and training.

• Process client requests received from the railway through the API Operations system. Assess all customer needs. All responses must be prompt, well-informed, accurate and professionally executed.

• Follow-up on all client requests and transactions. All tasks must be fully executed and client satisfaction is critical.

• Alert supervisor on all items of critical nature that require management involvement to solve and/or avoid potential challenges that may impact either the client or API adversely.

• Negotiate with vendors (Hotels, Ground Transportation, others) to achieve the best outcome for the client and API.

• Resolve client disagreements in a calm and professional manner. Research and present solutions to satisfy client needs based on facts.

• Effectively use all available tools and methodology i.e. phone, email, fax and Reservation Systems (ACES, Hotel Express, IHRS) to track and provide solutions to client needs, requests and overall expectations.

• Adapt to irregular operations (IROPS) to accommodate needs arising from the changing dynamics of railway schedules and unforeseen situations. This includes and is not limited to extended work schedules and serving "On Call" when needed outside of regular working hours.
• Learn and maintain knowledge of API's call center work methodology and reservation systems to best serve API's clients in the most efficient and professional manner.

• Achieve a passing score on initial API Operations Agent Training. Maintain currency through annual recurrent training classes. Passing score required to certify completion.

• Knowledge of crew scheduling is a strong plus.
• Prior experience with GDS systems, hotel reservation systems, airline reservation systems and/or related functions preferred but not required.
• Excellent Interpersonal skills.
• Able to work in a fast paced environment.
• Great telephone etiquette.
• Excellent writing skills.
• Excellent computer skills.
• Ability to multi task and prioritize.
• Detail oriented with great organizational skills.
• Flexible work schedule including availability to work weekends and holidays.
• Able to work overtime if needed.
• Second language a plus.

• Ability to positively present API in customer facing situations.
• Customer service background is a plus.
• Airline/Hotel/Travel experience is a plus.

Your Title: Customer Support Specialist

Job Location: US Remote Or Brazil Remote

Our Department: Transportation

What You Will Do

• Provide basic technical support regarding all inquiries and requests concerning our platforms via ticketing system, phone and/or email.

• Maintain multiple ticketing queues/mailboxes alongside of other team members.

• Take and record incoming phone calls.

• Provide training for key users and ensure the continuous support of the users of our systems.

• Complete integration of new carriers onto the platforms, requiring expert communication of interface configurations, project specifications, and coordination of system launch.

• Work closely with the other team members in various departments.

• Administrative tasks, such as preparation of internal and external reports or preparation of tasks for the infrastructure and development teams while maintaining time constraints.

• Gather customer information and documentation of all interactions through a ticketing tool.

• Become one of the main contacts for new and existing customers.

• Meet deadlines of all projects.

What Skills & Experience You Should Bring

• Portuguese language proficiency is a MUST.

• Bachelor of Business Administration and/or 2+ years in customer support is desirable.

• Solid understanding of how systems interface with other applications.

• Proficient in MS Office products and navigating internet resources.

• Experience with ERP systems will be an asset.

• Fast technical comprehension.

• Excellent customer focused mentality.

• Outstanding communication and interpersonal skills.

• Self-motivated and solution-oriented team player.

• Organizational skills and initiative.

• Ability to multitask and work in a fast-paced environment.

Trimble's Inclusiveness Commitment

We believe in celebrating our differences. That is why our diversity is our strength. To us, that means actively participating in opportunities to be inclusive. Diversity, Equity, and Inclusion have guided our current success while also moving our desire to improve. We actively seek to add members to our community who represent our customers and the places we live and work.

We have programs in place to make sure our people are seen, heard, and welcomed and most importantly that they know they belong, no matter who they are or where they are coming from.

Trimble's Privacy Policy

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Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant's sex or other status protected by local, state, or federal law.

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Hiring Range:

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Bonus Eligible?

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Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan.

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• Respond to escalated customer support issues via phone, email, and chat in a timely and professional manner.
• Diagnose and resolve complex technical problems related to our client's products and services.
• Communicate technical solutions clearly and effectively to customers with varying levels of technical expertise.
• Collaborate with Tier 1 support to ensure proper ticket escalation and resolution.
• Work with engineering and product development teams to identify bugs, report issues, and contribute to product improvements.
• Create and maintain detailed documentation for internal knowledge base and customer-facing FAQs.
• Identify trends in customer issues and provide feedback to management for process improvements.
• Manage customer expectations and ensure timely resolution of all escalated tickets.
• Provide training and mentorship to Tier 1 support staff on common complex issues.
• Stay up-to-date with product updates, new features, and industry best practices.
• Maintain a high level of customer satisfaction through exceptional service.

• Lead and manage a team of customer support representatives, providing guidance, training, and performance feedback.
• Handle escalated customer inquiries and complex technical issues, providing timely and effective resolutions.
• Develop and maintain comprehensive support documentation, including FAQs, troubleshooting guides, and knowledge base articles.
• Monitor support queues and key performance indicators (KPIs) to ensure efficient service delivery and identify areas for improvement.
• Collaborate with product and engineering teams to relay customer feedback and advocate for product enhancements.
• Identify trends in customer issues and recommend proactive solutions to prevent recurrence.
• Ensure adherence to company policies and service level agreements (SLAs).
• Contribute to the onboarding and ongoing training of new support team members.
• Champion best practices in customer service and technical support.
• Assist in the development and implementation of new support tools and technologies.

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• Minimum of 3-5 years of experience in customer support, with at least 1-2 years in a lead or supervisory role.
• Proven experience in technical troubleshooting and problem-solving for software or hardware products.
• Excellent communication, interpersonal, and de-escalation skills.
• Strong understanding of customer support best practices and methodologies.
• Ability to work effectively in a remote team environment, demonstrating self-motivation and discipline.
• Proficiency with helpdesk software and CRM systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to train, mentor, and motivate team members.
• Strong organizational skills and attention to detail.
• A passion for customer advocacy and delivering exceptional service.

• Handle and resolve escalated customer technical support issues via phone, email, and chat.
• Perform in-depth troubleshooting and diagnostics for complex product-related problems.
• Identify and document bugs or technical issues for the engineering team.
• Provide clear and concise solutions to customers, ensuring their technical challenges are resolved.
• Collaborate with cross-functional teams (e.g., Engineering, Product Management) to address customer feedback and improve products.
• Contribute to the development and maintenance of technical knowledge base articles and FAQs.
• Mentor and train junior customer support specialists on technical aspects and troubleshooting techniques.
• Ensure customer satisfaction by delivering prompt, professional, and effective support.
• Maintain accurate records of customer interactions and resolutions in the CRM system.
• Identify trends in customer issues and propose proactive solutions or product enhancements.
• Stay up-to-date with product updates, new features, and technical documentation.

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 3-5 years of experience in technical customer support or a similar role.
• Proven ability to troubleshoot complex technical issues.
• Strong understanding of the company's products/services (specify if possible or leave general).
• Excellent written and verbal communication skills.
• Proficiency with CRM software and support ticketing systems.
• Ability to explain technical concepts to non-technical users.
• Strong problem-solving and analytical skills.
• Experience mentoring or leading junior team members is a plus.
• Ability to work effectively in a hybrid work environment.