Customer Support Specialist

Job Title: Customer Support Specialist

Location: Boca Raton, FL, 33431

Duration: 6 Months (Potential Extension)

Pay Range: XXXXXXXXXXX- XXXXXXXXXXX/Hr.

Shift Timing: Standard Shift

Work Arrangement: Hybrid

Job Summary

• We are seeking a customer-focused Customer Support Specialist (Mid-Level) to provide technical and operational support to internal and external B2B customers.
• The ideal candidate will handle support requests through phone, email, and IT service management (ITSM) ticketing systems, troubleshoot technical issues, and ensure timely resolution in accordance with established procedures and service-level agreements (SLAs).
• This role requires strong problem-solving, communication, documentation, and customer service skills, along with the ability to work independently and collaborate with multiple support teams.
• The specialist will also contribute to knowledge sharing, process improvement, and mentoring junior team members.

Key Responsibilities

• Customer Support: Deliver professional, courteous, and responsive customer service while identifying customer needs and providing appropriate solutions.
• Technical Troubleshooting: Provide first- and second-level technical support for application functionality, user access, sign-on issues, software installations, equipment requests, relocations, and related technical concerns.
• Ticket Management: Receive, prioritize, investigate, document, and resolve support requests through phone, email, Teams, and ITSM ticketing systems.
• Issue Resolution & Escalation: Research issues using knowledge base articles and standard operating procedures (SOPs), escalating complex issues to the appropriate support teams when necessary.
• Incident Tracking & SLA Management: Monitor ticket aging, follow up with relevant teams, communicate progress, and ensure timely resolution within established SLA requirements.
• Technical Documentation: Maintain accurate incident records, troubleshooting steps, resolutions, and customer communications in the ITSM system.
• Knowledge Management: Create and update knowledge base articles to document solutions, improve consistency, and support knowledge sharing across the team.
• Cross-Functional Collaboration: Coordinate with Tier 1, Tier 3, and Global Technology teams to resolve issues and support departmental projects.
• Customer Communication: Provide clear, empathetic updates regarding ticket status, next steps, service interruptions, and expected resolution timelines.
• Team Support & Mentoring: Assist junior team members by sharing technical knowledge, providing guidance, and supporting their customer service development.
• Process Improvement: Identify opportunities to improve support workflows, troubleshooting procedures, documentation, and overall customer experience.
• Administrative Compliance: Complete required timesheets, compliance training, shift updates, and other assigned administrative responsibilities.
• Shift Coverage: Support assigned shifts, including nights, weekends, holidays, and scheduled weekend rotations, as required by business needs.

Required Qualifications

• High school diploma or equivalent required; an associate or bachelor's degree is preferred.
• Prior experience in an IT Service Desk, Help Desk, or Customer Support Call Center environment.
• Experience supporting users through multiple channels, including phone, email, Teams, and ticketing systems.
• Strong troubleshooting, issue analysis, ticket management, and problem-solving skills.
• Understanding of ITIL principles and incident management practices.
• Familiarity with network connectivity concepts, including TCP/IP, VLANs, routing, and digital certificates.
• Strong written and verbal communication skills, with the ability to explain technical information clearly.
• Ability to type at least 45-50 words per minute (WPM) .
• Demonstrated ability to manage multiple priorities while maintaining accuracy, professionalism, and attention to detail.
• Strong customer service orientation, accountability, teamwork, and independent working skills.
• Flexibility to work assigned shifts, including nights, weekends, and holidays, when required.

Preferred Qualifications

• Experience in the consumer credit reporting industry or a financial institution.
• Relevant technical certifications, such as HDI Support Center Analyst, HDI Support Center Professional, HDI Technician, or equivalent credentials.
• Experience coaching, mentoring, or supporting junior team members.
• Familiarity with ITIL practices related to service management, service transition, continual service improvement, and incident management.
• Experience preparing and maintaining knowledge base articles, SOPs, and technical documentation.
• Exposure to enterprise IT support environments and service-level agreement (SLA) management.

Ideal Candidate Profile
The ideal candidate is a dependable, customer-oriented IT support professional who takes ownership of issues from initial contact through resolution. They should demonstrate sound judgment, strong technical troubleshooting skills, clear communication, and the ability to collaborate effectively with customers and technical teams. The candidate should also be comfortable working in a hybrid environment, adapting to changing priorities, and supporting scheduled shift coverage.