We are actively seeking a dedicated and technically adept individual to join our team as a Customer Support Agent. In this role, you will be a crucial part of our mission to provide exceptional assistance to clients using our staffing and recruiting software solutions. Your primary focus will be on diagnosing and resolving technical issues, as well as identifying and addressing root causes to ensure our clients’ operational success.

Responsibilities:

• Provide technical customer support through diverse communication channels, such as phone, email, and chat, offering prompt and effective solutions to clients’ inquiries and challenges.
• Demonstrate mastery of our software products, enabling you to guide clients in configuring and optimizing the software for their unique needs.
• Collaborate closely with cross-functional teams to escalate and resolve intricate technical issues, actively contributing to timely resolutions and maintaining client satisfaction.
• Utilize your analytical skills to investigate and pinpoint root causes of complex technical problems, working diligently to prevent recurring issues.
• Maintain meticulous records of customer interactions, inquiries, resolutions, and the steps taken to troubleshoot and resolve issues in our support ticketing system.
• Provide specialized training to clients, ensuring they harness the full potential of our software solutions.
• Stay current with the latest features and updates of our software offerings, enabling you to provide informed and proactive technical assistance.
• Play a pivotal role in the creation and enhancement of comprehensive knowledge base articles, tutorials, and resources to empower clients to troubleshoot independently.
• Actively participate in team meetings and training sessions, continuously advancing your technical expertise, and aligning with our evolving product landscape.

Qualifications:

• High school diploma or equivalent; associate and/or bachelor’s degree in a relevant field is a plus.
• Knowledge and understanding of SQL and relational database
• Proactive, multi-tasking, fast learner, and good communication skills
• Strong verbal, written, and interpersonal communication skills and the ability to communicate effectively with both technical and non-technical individuals at all levels of the organization
• Must be able to work both independently or as a part of a team
• Must demonstrate a high degree of personal and professional integrity
• Proven track record in a technical customer support or helpdesk role, preferably within the software or technology industry, is a plus.
• Exceptional communication skills, both written and verbal, with the capacity to convey intricate technical concepts clearly and concisely.
• Outstanding problem-solving skills and a genuine passion for delivering unparalleled technical customer service.
• Familiarity with staffing and recruiting industry practices is advantageous.
• Proficiency in utilizing support ticketing systems, CRM software, and diagnostic tools.
• Independent work ethic coupled with a collaborative mindset.
• Ability to adapt seamlessly to evolving priorities and fast-paced environments.
• Empathetic and patient approach to resolving customer inquiries and concerns.

Relevant Coursework:

• Introduction to Computer Science
• Fundamentals of Information Technology
• Technical Writing and Communication
• Customer Service and Communication Skills
• Introduction to Troubleshooting and Problem Solving
• Basics of Networking and Internet Protocols
• Introduction to Software Development
• Introduction to CRM Systems
• Introduction to Database Management

If you are genuinely passionate about providing technical support, excel at complex problem-solving, and thrive in a dynamic software environment, we encourage you to apply for the role of Customer Support Agent. Join us in revolutionizing the staffing industry by enabling our clients’ success through our innovative software solutions.