Technical job opportunities in the US span various sectors, offering roles in engineering, information technology, and 29,851 Technical jobs in the United States
Clinical Technical Assistance Facilitator
Connecticut, Connecticut
Healthfirst
Posted 1 day ago
Job Viewed
Job Description
+ **Duties and Responsibilities**
+ Leverages adult learning principles and clinical practice standards to move towards a culture of continuous technical assistance improvement and clinical capacity building with innovative learning solutions
+ Develops technical assistance goals that are congruent with the organization and the Clinical Departments mission, vision, and strategic direction.
+ Provides technical assistance, resources and tools that define performance requirements, identify gaps between existing and required performance, analyze root causes that limit performance and recommend and/or implement learning solutions that focus on and deliver business results.
+ Utilizes current literature, research, and evidence-based findings in the design, implementation and evaluation of technical assistance solutions and education programs for staff learning and development.
+ Conducts onboarding, preceptorship, and ongoing professional training to ensure clinical staff are equipped to perform job responsibilities in accordance to Healthfirst standards and rules/regulations set forth by regulatory and compliance agencies.
+ Facilitates with subject matter experts, instructional designers, training agencies and technical assistance facilitators to design and deliver innovative learning solutions for performance enhancements needed to support the clinical departments business objectives.
+ Facilitates updating departmental training manuals, job aids, quick reference guides and the clinical departments policies/procedures.
+ Develop, implement, and evaluate a preceptorship training program curriculum to standardize the quality of preceptorship practices among the clinical teams.
+ Conducts field assessments as needed to evaluate clinical staff and update the preceptorship training program curriculum.
+ **.** **Minimum Qualifications**
+ Licensure: NYS RN or LCSW, LMSW, LMFT, LMHC, LPC, licensed psychologist (any state)
+ Education: Bachelors in nursing or social work preferred with previous work experience in education.
+ Experience: Three to five years of clinical experience in a specialty area, or combination of staff nurse/leadership experience in the specialty area. Excellent skills in the following areas: verbal and written communication, critical thinking, creativity, interpersonal relationships and team building; change management; Demonstrates knowledge base in professional nursing and evidence based practice; participatory leadership, continuous learning environment, current issues and trends in care management and clinical practice, nursing and social work education and development.
+ **Preferred Qualifications**
+ Masters degree in Education and understanding of Adult Learning Theory applications to enhance the technical assistance and education of care management and care coordination activities.
+ Ability to assess educational needs and design and develop responsible curricula.
+ UAS assessment knowledge.
+ Highly developed verbal and written communication skills and the ability to present effectively to small and large groups.
+ Strong interpersonal skills and ability to work effectively at all levels in a collaborative team environment.
+ Certification in relevant clinical area and Nursing or Social Work Professional Development preferred.
+ Intermediate Microsoft Word, Excel, Outlook and PowerPoint skills
WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.
+ Leverages adult learning principles and clinical practice standards to move towards a culture of continuous technical assistance improvement and clinical capacity building with innovative learning solutions
+ Develops technical assistance goals that are congruent with the organization and the Clinical Departments mission, vision, and strategic direction.
+ Provides technical assistance, resources and tools that define performance requirements, identify gaps between existing and required performance, analyze root causes that limit performance and recommend and/or implement learning solutions that focus on and deliver business results.
+ Utilizes current literature, research, and evidence-based findings in the design, implementation and evaluation of technical assistance solutions and education programs for staff learning and development.
+ Conducts onboarding, preceptorship, and ongoing professional training to ensure clinical staff are equipped to perform job responsibilities in accordance to Healthfirst standards and rules/regulations set forth by regulatory and compliance agencies.
+ Facilitates with subject matter experts, instructional designers, training agencies and technical assistance facilitators to design and deliver innovative learning solutions for performance enhancements needed to support the clinical departments business objectives.
+ Facilitates updating departmental training manuals, job aids, quick reference guides and the clinical departments policies/procedures.
+ Develop, implement, and evaluate a preceptorship training program curriculum to standardize the quality of preceptorship practices among the clinical teams.
+ Conducts field assessments as needed to evaluate clinical staff and update the preceptorship training program curriculum.
+ **.** **Minimum Qualifications**
+ Licensure: NYS RN or LCSW, LMSW, LMFT, LMHC, LPC, licensed psychologist (any state)
+ Education: Bachelors in nursing or social work preferred with previous work experience in education.
+ Experience: Three to five years of clinical experience in a specialty area, or combination of staff nurse/leadership experience in the specialty area. Excellent skills in the following areas: verbal and written communication, critical thinking, creativity, interpersonal relationships and team building; change management; Demonstrates knowledge base in professional nursing and evidence based practice; participatory leadership, continuous learning environment, current issues and trends in care management and clinical practice, nursing and social work education and development.
+ **Preferred Qualifications**
+ Masters degree in Education and understanding of Adult Learning Theory applications to enhance the technical assistance and education of care management and care coordination activities.
+ Ability to assess educational needs and design and develop responsible curricula.
+ UAS assessment knowledge.
+ Highly developed verbal and written communication skills and the ability to present effectively to small and large groups.
+ Strong interpersonal skills and ability to work effectively at all levels in a collaborative team environment.
+ Certification in relevant clinical area and Nursing or Social Work Professional Development preferred.
+ Intermediate Microsoft Word, Excel, Outlook and PowerPoint skills
WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.
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0
Clinical Technical Assistance Facilitator
New York, New York
Healthfirst
Posted 5 days ago
Job Viewed
Job Description
+ **Duties and Responsibilities**
+ Leverages adult learning principles and clinical practice standards to move towards a culture of continuous technical assistance improvement and clinical capacity building with innovative learning solutions
+ Develops technical assistance goals that are congruent with the organization and the Clinical Departments mission, vision, and strategic direction.
+ Provides technical assistance, resources and tools that define performance requirements, identify gaps between existing and required performance, analyze root causes that limit performance and recommend and/or implement learning solutions that focus on and deliver business results.
+ Utilizes current literature, research, and evidence-based findings in the design, implementation and evaluation of technical assistance solutions and education programs for staff learning and development.
+ Conducts onboarding, preceptorship, and ongoing professional training to ensure clinical staff are equipped to perform job responsibilities in accordance to Healthfirst standards and rules/regulations set forth by regulatory and compliance agencies.
+ Facilitates with subject matter experts, instructional designers, training agencies and technical assistance facilitators to design and deliver innovative learning solutions for performance enhancements needed to support the clinical departments business objectives.
+ Facilitates updating departmental training manuals, job aids, quick reference guides and the clinical departments policies/procedures.
+ Develop, implement, and evaluate a preceptorship training program curriculum to standardize the quality of preceptorship practices among the clinical teams.
+ Conducts field assessments as needed to evaluate clinical staff and update the preceptorship training program curriculum.
+ **.** **Minimum Qualifications**
+ Licensure: NYS RN or LCSW, LMSW, LMFT, LMHC, LPC, licensed psychologist (any state)
+ Education: Bachelors in nursing or social work preferred with previous work experience in education.
+ Experience: Three to five years of clinical experience in a specialty area, or combination of staff nurse/leadership experience in the specialty area. Excellent skills in the following areas: verbal and written communication, critical thinking, creativity, interpersonal relationships and team building; change management; Demonstrates knowledge base in professional nursing and evidence based practice; participatory leadership, continuous learning environment, current issues and trends in care management and clinical practice, nursing and social work education and development.
+ **Preferred Qualifications**
+ Masters degree in Education and understanding of Adult Learning Theory applications to enhance the technical assistance and education of care management and care coordination activities.
+ Ability to assess educational needs and design and develop responsible curricula.
+ UAS assessment knowledge.
+ Highly developed verbal and written communication skills and the ability to present effectively to small and large groups.
+ Strong interpersonal skills and ability to work effectively at all levels in a collaborative team environment.
+ Certification in relevant clinical area and Nursing or Social Work Professional Development preferred.
+ Intermediate Microsoft Word, Excel, Outlook and PowerPoint skills
WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.
+ Leverages adult learning principles and clinical practice standards to move towards a culture of continuous technical assistance improvement and clinical capacity building with innovative learning solutions
+ Develops technical assistance goals that are congruent with the organization and the Clinical Departments mission, vision, and strategic direction.
+ Provides technical assistance, resources and tools that define performance requirements, identify gaps between existing and required performance, analyze root causes that limit performance and recommend and/or implement learning solutions that focus on and deliver business results.
+ Utilizes current literature, research, and evidence-based findings in the design, implementation and evaluation of technical assistance solutions and education programs for staff learning and development.
+ Conducts onboarding, preceptorship, and ongoing professional training to ensure clinical staff are equipped to perform job responsibilities in accordance to Healthfirst standards and rules/regulations set forth by regulatory and compliance agencies.
+ Facilitates with subject matter experts, instructional designers, training agencies and technical assistance facilitators to design and deliver innovative learning solutions for performance enhancements needed to support the clinical departments business objectives.
+ Facilitates updating departmental training manuals, job aids, quick reference guides and the clinical departments policies/procedures.
+ Develop, implement, and evaluate a preceptorship training program curriculum to standardize the quality of preceptorship practices among the clinical teams.
+ Conducts field assessments as needed to evaluate clinical staff and update the preceptorship training program curriculum.
+ **.** **Minimum Qualifications**
+ Licensure: NYS RN or LCSW, LMSW, LMFT, LMHC, LPC, licensed psychologist (any state)
+ Education: Bachelors in nursing or social work preferred with previous work experience in education.
+ Experience: Three to five years of clinical experience in a specialty area, or combination of staff nurse/leadership experience in the specialty area. Excellent skills in the following areas: verbal and written communication, critical thinking, creativity, interpersonal relationships and team building; change management; Demonstrates knowledge base in professional nursing and evidence based practice; participatory leadership, continuous learning environment, current issues and trends in care management and clinical practice, nursing and social work education and development.
+ **Preferred Qualifications**
+ Masters degree in Education and understanding of Adult Learning Theory applications to enhance the technical assistance and education of care management and care coordination activities.
+ Ability to assess educational needs and design and develop responsible curricula.
+ UAS assessment knowledge.
+ Highly developed verbal and written communication skills and the ability to present effectively to small and large groups.
+ Strong interpersonal skills and ability to work effectively at all levels in a collaborative team environment.
+ Certification in relevant clinical area and Nursing or Social Work Professional Development preferred.
+ Intermediate Microsoft Word, Excel, Outlook and PowerPoint skills
WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.
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1
Customer Support Specialist - Technical Assistance
19107 William Penn Annex West, Pennsylvania
$48000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client seeks a proactive and empathetic Customer Support Specialist to join their dynamic team. This is an on-site position based in Philadelphia, Pennsylvania, US , focused on providing exceptional technical support and customer service. You will be the first point of contact for customers experiencing issues with our products or services, responsible for diagnosing problems, troubleshooting technical difficulties, and guiding users to satisfactory resolutions.
Responsibilities include responding to customer inquiries via phone, email, and chat in a timely and professional manner. You will meticulously document all customer interactions and resolutions in our CRM system. Identifying recurring issues and escalating complex problems to appropriate departments for further investigation will be a key part of your role. You will also contribute to developing and updating our knowledge base and FAQ sections to empower customers with self-service options. Maintaining a high level of customer satisfaction by demonstrating patience, understanding, and a commitment to resolving issues effectively is paramount.
The ideal candidate will possess excellent communication and active listening skills, with the ability to explain technical concepts clearly to non-technical users. Previous experience in a customer service or technical support role, preferably within the tech industry, is highly valued. Familiarity with CRM software and ticketing systems is a plus. A problem-solving mindset, attention to detail, and the ability to multitask in a fast-paced environment are essential. A strong work ethic, reliability, and a genuine desire to help others are fundamental requirements for this position. You will be part of a collaborative team environment where teamwork and continuous learning are encouraged. This role offers a great opportunity to grow your career in customer support and technical services within a well-established organization.
Responsibilities include responding to customer inquiries via phone, email, and chat in a timely and professional manner. You will meticulously document all customer interactions and resolutions in our CRM system. Identifying recurring issues and escalating complex problems to appropriate departments for further investigation will be a key part of your role. You will also contribute to developing and updating our knowledge base and FAQ sections to empower customers with self-service options. Maintaining a high level of customer satisfaction by demonstrating patience, understanding, and a commitment to resolving issues effectively is paramount.
The ideal candidate will possess excellent communication and active listening skills, with the ability to explain technical concepts clearly to non-technical users. Previous experience in a customer service or technical support role, preferably within the tech industry, is highly valued. Familiarity with CRM software and ticketing systems is a plus. A problem-solving mindset, attention to detail, and the ability to multitask in a fast-paced environment are essential. A strong work ethic, reliability, and a genuine desire to help others are fundamental requirements for this position. You will be part of a collaborative team environment where teamwork and continuous learning are encouraged. This role offers a great opportunity to grow your career in customer support and technical services within a well-established organization.
Apply Now
2
Customer Support Specialist, Technical Assistance
80901 Colorado Springs, Colorado
$50000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and technically adept Customer Support Specialist to provide exceptional technical assistance to their diverse customer base. This role offers the flexibility of remote work, allowing you to assist customers from anywhere. You will be the first point of contact for users experiencing technical issues, guiding them through troubleshooting steps, resolving problems efficiently, and ensuring a high level of customer satisfaction.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat, providing prompt and accurate technical support.
- Diagnose and troubleshoot a wide range of technical issues related to our products and services.
- Guide customers through step-by-step solutions, patiently explaining complex technical concepts in an understandable manner.
- Escalate unresolved issues to appropriate internal teams, ensuring timely follow-up and resolution.
- Document all customer interactions, issues, and resolutions accurately in our CRM system.
- Contribute to the knowledge base by creating and updating help articles, FAQs, and troubleshooting guides.
- Identify recurring technical problems and provide feedback to the product development team for improvement.
- Maintain a high level of customer satisfaction by delivering professional, friendly, and efficient support.
- Adhere to established service level agreements (SLAs) for response and resolution times.
- Stay up-to-date with product updates, new features, and common technical challenges.
- Assist in training new support staff on products and procedures.
- Proactively identify opportunities to enhance the customer support experience.
- Manage customer expectations effectively throughout the support process.
- Collaborate with team members to share knowledge and best practices.
- Ensure a positive and helpful attitude in all customer interactions.
Qualifications:
- High school diploma or equivalent; Associate's or Bachelor's degree in a relevant field is a plus.
- 1-2 years of experience in a customer service or technical support role.
- Strong technical aptitude and ability to quickly learn new software and hardware.
- Excellent problem-solving and analytical skills.
- Proficiency in using helpdesk software and CRM systems.
- Excellent written and verbal communication skills, with a clear and concise speaking voice.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Patient, empathetic, and customer-focused demeanor.
- Ability to work independently and as part of a remote team.
- Familiarity with common operating systems (Windows, macOS) and troubleshooting techniques.
- Basic understanding of networking concepts is beneficial.
- Ability to work flexible hours, including occasional evenings or weekends, as needed.
- A passion for helping people and resolving technical challenges.
- Strong attention to detail in documentation and follow-up.
Apply Now
3
Lead Customer Support Specialist - Technical Assistance
85001 Whispering Pines, Arizona
$65000 Annually
WhatJobs
Posted 5 days ago
Job Viewed
Job Description
Our client, a rapidly growing technology company, is seeking a dedicated and experienced Lead Customer Support Specialist to manage their technical assistance operations. This is a fully remote position, offering the flexibility to work from anywhere within the US. You will be the primary point of contact for resolving complex customer technical issues, leading a team of support specialists, and ensuring the highest levels of customer satisfaction. Your responsibilities will include troubleshooting advanced software and hardware problems, documenting solutions, escalating issues to engineering teams when necessary, and training junior support staff. You will also play a key role in identifying trends in customer issues and providing feedback to product development teams to drive improvements. This role requires exceptional problem-solving skills, strong leadership capabilities, and a passion for delivering outstanding customer service.
Key Responsibilities:
Required Qualifications:
Key Responsibilities:
- Lead and mentor a team of customer support specialists, providing guidance and support.
- Handle escalated customer inquiries and complex technical issues via phone, email, and chat.
- Diagnose and resolve software, hardware, and network-related problems for customers.
- Develop and maintain comprehensive knowledge base articles and troubleshooting guides.
- Identify recurring customer issues and provide feedback to product and engineering teams for resolution.
- Train new and existing support staff on products, procedures, and best practices.
- Monitor support queues and ensure timely resolution of all customer requests.
- Contribute to the continuous improvement of support processes and tools.
- Analyze customer support data to identify areas for improvement and report on key metrics.
- Ensure a high level of customer satisfaction through effective communication and problem resolution.
Required Qualifications:
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 5+ years of experience in customer support, with at least 2 years in a lead or senior role.
- Proven expertise in troubleshooting technical issues related to software applications, operating systems, and hardware.
- Excellent communication, interpersonal, and active listening skills.
- Strong analytical and problem-solving abilities.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to manage multiple priorities and work effectively in a fast-paced, remote environment.
- Experience training or mentoring team members.
- Familiarity with (Specific Technology Area Relevant to Client, e.g., Cloud Computing, SaaS Platforms, Network Devices) is a strong plus.
Apply Now
4
Senior Customer Support Specialist, Technical Assistance
33601 Tampa, Florida
$55000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client, a rapidly growing SaaS company committed to exceptional user experiences, is seeking a dedicated and empathetic Senior Customer Support Specialist to join their fully remote support team. This role is pivotal in ensuring our users receive timely, accurate, and high-quality technical assistance. You will be the frontline advocate for our customers, troubleshooting complex issues and contributing to the improvement of our support resources. The ideal candidate is a problem-solver with outstanding communication skills and a passion for helping others succeed.
Responsibilities:
Responsibilities:
- Provide advanced technical support and troubleshooting for complex customer issues via multiple channels (email, chat, phone, and potentially video calls).
- Diagnose and resolve software-related problems, escalating to engineering or product teams when necessary, and ensuring timely follow-up.
- Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides to empower users and support colleagues.
- Identify trends in customer inquiries and provide feedback to product and engineering teams for service and product improvements.
- Train and mentor junior support staff, sharing best practices and technical expertise.
- Contribute to the continuous improvement of support processes and workflows.
- Manage customer escalations effectively, ensuring a positive resolution and customer satisfaction.
- Document all customer interactions and resolutions accurately in the CRM system.
- Proactively communicate potential issues or outages to customers.
- Associate's or Bachelor's degree in a relevant field, or equivalent practical experience.
- Minimum of 5 years of experience in customer support, technical helpdesk, or a similar role, preferably within a SaaS environment.
- Proven ability to troubleshoot and resolve complex technical issues with software applications.
- Excellent written and verbal communication skills, with a knack for explaining technical concepts clearly and concisely.
- Strong understanding of CRM systems and ticketing software (e.g., Zendesk, Salesforce Service Cloud).
- Patience, empathy, and a customer-centric approach to problem-solving.
- Ability to work independently and manage time effectively in a remote setting.
- Experience documenting technical processes and creating knowledge base content.
- Familiarity with ticketing systems and remote support tools.
Apply Now
5
Senior Customer Support Specialist, Technical Assistance
32801 Orlando, Florida
$60000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is a rapidly growing technology company seeking a highly motivated and experienced Senior Customer Support Specialist to join their fully remote support team. This role is critical in providing exceptional technical assistance and ensuring customer satisfaction for our innovative software products. You will be responsible for troubleshooting complex issues, guiding users through solutions, and escalating technical problems when necessary. The ideal candidate possesses a strong aptitude for technology, excellent problem-solving skills, and outstanding communication abilities. You will serve as a primary point of contact for customers, offering prompt, accurate, and empathetic support. This position requires a deep understanding of our product suite and the ability to clearly articulate technical information to users of varying technical expertise. Key responsibilities include:
- Providing advanced technical support to customers via phone, email, and chat regarding software applications and services.
- Troubleshooting and diagnosing complex technical issues, identifying root causes, and implementing effective solutions.
- Guiding customers through step-by-step solutions and providing clear, concise instructions.
- Documenting customer interactions, issues, and resolutions accurately in the CRM system.
- Identifying recurring customer issues and providing feedback to product development and quality assurance teams for product improvement.
- Developing and maintaining knowledge base articles, FAQs, and other support documentation.
- Escalating unresolved or critical issues to Tier 2/3 support or engineering teams with detailed problem descriptions.
- Participating in training sessions to stay up-to-date with product updates and new features.
- Assisting in the training and mentoring of junior support specialists.
- Contributing to a positive and collaborative team environment.
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- Minimum of 4 years of experience in a technical customer support or helpdesk role.
- Proven ability to troubleshoot and resolve complex technical software issues.
- Excellent understanding of operating systems (Windows, macOS), networking concepts, and common software applications.
- Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
- Strong analytical and problem-solving skills.
- Proficiency with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Experience with SaaS products and cloud-based technologies is highly desirable.
- A proactive attitude and a strong commitment to customer satisfaction.
Apply Now
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6
Senior Customer Support Lead - Technical Assistance
89101 Sunrise Manor, Nevada
$75000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and experienced Senior Customer Support Lead to manage their technical assistance operations in **Las Vegas, Nevada, US**. This role is essential for providing exceptional customer service, resolving complex technical issues, and leading a team of support specialists. You will be responsible for overseeing daily support activities, developing support processes, training team members, and ensuring high levels of customer satisfaction. The ideal candidate will possess strong problem-solving skills, in-depth technical knowledge, excellent leadership abilities, and a passion for delivering outstanding customer experiences. This is an opportunity to shape the customer support function and drive continuous improvement in a fast-paced environment.
Key Responsibilities:
Key Responsibilities:
- Lead, mentor, and manage a team of customer support specialists, fostering a positive and productive work environment.
- Oversee the daily operations of the customer support department, ensuring efficient ticket resolution and adherence to service level agreements (SLAs).
- Develop, refine, and implement customer support policies, procedures, and best practices.
- Handle escalated customer issues, providing advanced technical troubleshooting and problem resolution.
- Train and onboard new support team members, ensuring they possess the necessary technical skills and product knowledge.
- Monitor customer feedback and support metrics (e.g., response time, resolution time, CSAT) to identify areas for improvement.
- Collaborate with product development and engineering teams to report bugs, suggest feature enhancements, and provide customer insights.
- Create and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
- Ensure timely and accurate communication with customers regarding their issues.
- Analyze support trends to identify recurring problems and proactively implement solutions.
- Manage support tools and technologies, ensuring optimal functionality.
- Act as a point of escalation for complex customer inquiries and technical challenges.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in customer support, with at least 2 years in a leadership or supervisory role.
- Strong technical aptitude and troubleshooting skills, with the ability to diagnose and resolve complex software/hardware issues.
- Experience with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Excellent communication, interpersonal, and active listening skills.
- Proven ability to lead and motivate a team.
- Strong problem-solving and analytical abilities.
- Ability to manage multiple priorities and work under pressure.
- Familiarity with remote support tools and methodologies.
- Experience in the gaming or hospitality tech industry is a plus for this role in **Las Vegas, Nevada, US**.
- Dedication to providing exceptional customer service.
Apply Now
7
Senior Customer Support Specialist - Technical Assistance
21201 Baltimore, Maryland
$55000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client, a leading provider of innovative software solutions, is seeking a highly skilled and customer-focused Senior Customer Support Specialist to join their dedicated technical assistance team in **Baltimore, Maryland**. This role is essential for ensuring our clients receive exceptional support and rapid resolution for their technical inquiries. The ideal candidate will possess a strong technical aptitude, outstanding problem-solving skills, and a deep commitment to customer satisfaction.
As a Senior Customer Support Specialist, you will handle complex technical support issues, guide customers through troubleshooting processes, and escalate unresolved problems to the appropriate internal teams. Your responsibilities will include diagnosing software issues, providing clear and concise solutions, documenting support interactions, and contributing to the knowledge base. You will also play a key role in identifying trends in customer issues and providing feedback to product development teams to improve the software. Building strong rapport with customers and ensuring a positive support experience are paramount.
We are looking for an individual with a proven track record in technical support, excellent communication skills, and the ability to explain technical concepts in an easy-to-understand manner. Experience with SaaS products, CRM systems, and common IT troubleshooting methodologies is highly desirable. A proactive approach to identifying and resolving customer pain points, along with strong organizational skills, will be crucial for success in this role.
Key Responsibilities:
Qualifications:
As a Senior Customer Support Specialist, you will handle complex technical support issues, guide customers through troubleshooting processes, and escalate unresolved problems to the appropriate internal teams. Your responsibilities will include diagnosing software issues, providing clear and concise solutions, documenting support interactions, and contributing to the knowledge base. You will also play a key role in identifying trends in customer issues and providing feedback to product development teams to improve the software. Building strong rapport with customers and ensuring a positive support experience are paramount.
We are looking for an individual with a proven track record in technical support, excellent communication skills, and the ability to explain technical concepts in an easy-to-understand manner. Experience with SaaS products, CRM systems, and common IT troubleshooting methodologies is highly desirable. A proactive approach to identifying and resolving customer pain points, along with strong organizational skills, will be crucial for success in this role.
Key Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat.
- Diagnose and resolve complex software and hardware issues.
- Guide customers through troubleshooting steps and provide clear, actionable solutions.
- Escalate unresolved issues to engineering or product teams with detailed documentation.
- Create and maintain comprehensive documentation for customer support FAQs and knowledge base articles.
- Identify recurring customer issues and provide insights to improve product functionality and user experience.
- Ensure a high level of customer satisfaction through prompt and professional service.
- Assist in training and mentoring junior support staff.
- Participate in user acceptance testing for new software releases.
Qualifications:
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- 3+ years of experience in a technical support or customer service role, preferably in a SaaS environment.
- Proficiency in troubleshooting common software and operating system issues.
- Excellent analytical and problem-solving skills.
- Strong written and verbal communication skills, with an emphasis on clarity and empathy.
- Experience with CRM software (e.g., Zendesk, Salesforce Service Cloud).
- Ability to manage multiple support tickets simultaneously and prioritize effectively.
- Patience and a customer-centric approach.
- Familiarity with ITIL best practices is a plus.
Apply Now
8
Lead Customer Support Specialist, Technical Assistance
30303 Atlanta, Georgia
$65000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Lead Customer Support Specialist to manage and mentor a team providing technical assistance. This role requires a deep understanding of customer service principles, exceptional problem-solving skills, and the ability to guide a team in resolving complex technical issues. The Lead Specialist will be responsible for ensuring high levels of customer satisfaction, improving support processes, and acting as a point of escalation for challenging inquiries. This is an exciting opportunity to shape the customer experience in a fast-paced environment.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- 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.
Qualifications:
- 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.
Apply Now
9