Support Specialist

Tier 1 Support Specialist

At ESS our motto is, "Every day counts!" We take opportunities every day to grow and better our company as well as our employees.


We are seeking a Tier 1 Support Specialist in our Portland, MI Midwest Regional office. The successful candidate will be responsible for providing exceptional service, telephone, chat and email support to our partnering school districts and our employees assigned to those districts. The rapid growth and expansion of our business is causing a need for a new generation of Support Specialists to provide world-class services to our clients.


ESSENTIAL DUTIES & RESPONSIBILITIES:

• Answer incoming calls, support emails, and live chats with professionalism; triage client and employee inquiries with minimal supervision to provide solutions, escalate to Tier 2, or route to the appropriate department in a timely manner.
• Update and manipulate data in willSub.
• Manage inbound feature requests by identifying business needs and providing appropriate support.
• Demonstrate functional expertise by taking ownership of low-level support requests, troubleshooting, and resolving issues in a single customer interaction to maximize the customer experience in an organized and efficient manner.
• Escalate complex support requests to Tier 2 to ensure timely resolution.
• Compile reports for designated client contacts.
• Manage support tickets efficiently by assessing priority and escalating as necessary through proper channels.
• Deliver informal training to customers and internal employees.
• Assist in the design and development of curricula and training modules or courses.
• Perform other duties as assigned.

QUALIFICATIONS:

• A minimum of one year of customer service, software support, or high-volume call center experience is preferred.
• Excellent oral and written communication, interpersonal, and teamwork skills are required.
• Ability to thrive in a fast-paced, rapidly changing environment.
• Demonstrates a high level of accuracy in data entry.
• Proficiency in Microsoft Office, including Word and Excel.
• Strong interpersonal skills with the ability to work both independently and as part of a team.
• Ability to multitask and perform effectively under pressure.
• Ability to prioritize tasks and organize workflow efficiently.
• Must be a self-starter who actively seeks understanding of systems, as well as new features or updates as they are released.
• Ability to work in a fast-paced setting with strong attention to detail and follow-up.

ESS ADVANTAGES:

• Health insurance (medical, dental, vision, life, and disability)
• 401(k)
• Nine paid holidays
• PTO
• Opportunity for growth

WORK SCHEDULE:

• 8am-5pm
• Monday-Thursday in-office, Fridays remote

PHYSICAL DEMANDS - The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee must occasionally lift and/or move up to 25 pounds.
• While performing the duties of this job, the employee regularly stands, walks, sits, uses hands to finger, handle, or feel, reaches with hands and arms, talk or hear.

VISION REQUIREMENTS - Close vision (clear vision at 20 inches or less) to work on the computer.

WORK ENVIRONMENT - The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

This position works in an environment with moderate noise level. (Examples: business office with computers and printers, light traffic.)


Note: Nothing in this job specification restricts management's right to assign or reassign duties and responsibilities to this job at any time. Critical features of this job are described under various headings above. They may be subject to change at any time due to reasonable accommodation or other reasons, with or without notice. The above statements are strictly intended to describe the general nature and level of the work being performed. They are not intended to be construed as a complete list of all responsibilities, duties, and skills required of employees in this position.