Technical Support Specialist I

Technical Support SpecialistTechnical Support Specialist assists end user customers with products and services by providing exceptional customer service, whether domestically or internationally, in an inbound call center environment. Leverage product knowledge to assist customers and troubleshoot with product inquiries and potential technical difficulties. Responsible for supporting customers' short-term and long-term satisfaction and retention.Location: Annapolis, MD / Hybrid 8AM-5PM EST What You Will Work OnAct as primary responder in prompt, professional, and thorough manner for inbound phone calls, emails, and/or chat from customers.Resolve general inquiries or direct to other team members when appropriate. Volume may be heavy so ability to work well under pressure is key.Provide assistance with onboarding and new customer account set-ups.Customer-centric focus with sense of urgency.Understanding of software's core system functionality.Initiate and reset system passcodes.Escalate customer issues to appropriate team level.Document all customer interaction and system issues in company CRM (Salesforce) tool, analyze statistics, and maintain customer materials.Track new customer set-up processes.Maintain regular communication with customers for support and may inform them of new system features.Provide on-call coverage in departmental rotation.Collaborate, communicate effectively, and share appropriate information with customers, within the department, and across the company. This requires strong listening, verbal, written, and interpersonal skills, judgement, patience, courtesy, and positive demeanor.Ability to self-organize, strategically plan, multitask, when necessary, pay attention to details, and prioritize.What You Will Bring2+ years customer service experiencePrevious customer service experience via phoneAbility to resolve on-demand customer issues over the telephoneDemonstrated ability to finesse and diffuse difficult interactions with customersMicrosoft Office suite of tools, Salesforce and web browsersStrong organizational and interpersonal skills2–4-year college degreeStrong virtual presentation skillsPrior experience within a Software as a Service (SaaS) organizationBilingual a+Information SecurityProtect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.Crisis24 is dedicated to equal opportunity in employment. We are committed to a work environment that celebrates diversity. We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.