Product Support Specialist Hybrid

Company: Aston Carter
Location: Raleigh
Posted on: March 19, 2023

Job Description:

Description:Job Brief:As a member of the Support team, your goal is to provide world-class service to our customers. The Product Support Specialist is a front line position and is expected to take on support cases of moderate complexity and be able to manage your priorities. Fast-paced, inbound call center.Responsibilities:- Understand and become conversant in many large software application- Understand, interpret, reproduce, and diagnose customer problems. Perform root cause analysis- Tech solution to customers and document them in our knowledge base- Communication clearly and precisely with customers in written and verbal form and maintain accurate and timely records- Work with members of other departmental goals (case management, SLA, and C-SAT goals)- Be the voice of the customer3x Positions for Seattle, WA3x Positions for Durham, NCSkills:call center, customer service, software support, Data entry, Customer supportTop Skills Details:call center,customer service,software supportAdditional Skills & Qualifications:2x Positions for Seattle, WA3x Positions for Durham, NCRole is HYBRID - candidate will be required to be onsite therefore MUST be Fully Vaccinated prior to start - the team will be returning to the office in a flex model- Working from the office Tues-Thurs with Mon and Friday working remote from home - rotating working weekends, average about 1 weekend every 6-8 weeks - After a few weeks in paid training, we will expose the agent to web cases, getting familiar with Salesforce and emailing with customers as they grow their knowledge on Avatax and other various products. Then in a short time we will get them to answer incoming calls from customers as this is a primarily a call center position. Agent would take incoming calls, create a case and resolve them if able. If not, move the case to the appropriate team and work with other agents to exhaust all resources to find the customer an answer. We would want to see a great attitude, great work ethic and someone who is flexible to move focus as volumes increase.Required Experience:- 3+ years of experience providing direct support to external customers by phone, electronically and face-to-face- Call center experience is a MUST- Software product support experience is a MUST- Comfortability with Vaccination mandate (need to be fully vaccinated prior to submission)- Excellent Problem-solving skills and the ability to navigate challenging situations professionally- Excellent organizational skills - Ability to prioritize, manage, multi-task, and execute projects cross-functionally- Have the ability to think outside the box to find solutions- You are a team player with a focus on promoting a positive and professional atmosphere- You like to tinker and love technology- Flexible and addable, able to adjust to change and embrace the unknown- The ability to see the biggest picture, as well as work within the defined (and sometimes undefined) guidelinesExperience Level:Entry Level About Aston Carter: Please Note: Scammers are posing as Aston Carter. We'll never contact you via Gmail, Telegram, or WhatsApp and we'll never solicit money from you. At Aston Carter, we're dedicated to expanding career opportunities for the skilled professionals who power our business. Our success is driven by the talented, motivated people who join our team across a range of positions - from recruiting, sales and delivery to corporate roles. As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless. Established in 1997, Aston Carter is a leading staffing and consulting firm, providing high-caliber talent and premium services to more than 7,000 companies across North America. Spanning four continents and more than 200 offices, we extend our clients' capabilities by seeking solvers and delivering solutions to address today's workforce challenges. For organizations looking for innovative solutions shaped by critical-thinking professionals, visit . Aston Carter is a company within Allegis Group, a global leader in talent solutions. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call or email for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.

Keywords: Aston Carter, Raleigh , Product Support Specialist Hybrid, Other , Raleigh, North Carolina