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Technical Support Specialist

Corcentric
McLean, VA
  • Posted: August 11, 2022
  • Full-Time

Corcentric is looking for a Technical Support Specialist. As a member of the support team, this position interacts with users via multiple mediums to resolve questions and issues related to usage of Corcentric solutions.

Responsibilities

  • Achieve high levels of customer satisfaction
  • Respond to and troubleshoot incoming customer technical and non-technical support requests via phone and/or email in a professional and timely manner
  • Mitigate customer confusion and/or frustration through effective communication
  • Utilize resources and tools effectively for troubleshooting, researching and communication purposes
  • Acquire and maintain current knowledge of relevant products, service offerings, and support policies to provide accurate solutions
  • Be the "voice of the customer" by gathering and conveying feedback regarding product improvement/enhancement suggestions
  • Actively participate in a team environment, including collaborating with employees and management throughout Corcentric
  • Develop an extensive knowledge of Corcentric applications
  • Other duties as assigned


Requirements

Competencies / Requirements:
  • 2-3 years of experience in customer service or technical support
  • Successful completion of Corcentric training
  • Excellent demonstrated oral and written communication skills
  • Demonstrated strong problem solving and analytical skills
  • Learn and execute documented processes to assist in issue resolution
  • Learn and demonstrate proficiency with all support tools
  • Demonstrate reliability and strong work ethic
  • Seek successful resolution of customer technical inquiries received through multiple communication channels
  • Supports, logs, categorizes, prioritizes, and tracks incidents reported by customers
  • Escalate cases to senior resources and follow documented escalation procedures
  • Constant pursuit of technical education, proficiency, and excellence
  • Meet quality and customer satisfaction metrics


Education / Experience:
  • Degree or certification in computer science or a related field (or equivalent experience)
  • 2-3 years of experience in customer service or technical support
  • Good understanding of software applications and SaaS platforms
  • Demonstrated ability to multitask, remain organized and prioritize between multiple projects
  • Demonstrated strong customer service orientation including issue resolution and client relationship building
  • High proficiency with Windows applications (Excel, Word, PowerPoint)
  • Research and database experience a strong plus (EDI, SQL)

Corcentric

Address

McLean, VA
22107 USA

Industry

Technology

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