Customer Tech Support Specialist

The National Center for Construction Education and Research is looking for a detailed oriented person to provide Tier 2 customer support. This position is part of the escalation team within our customer service department and will be responsible for handling complex and niche type support cases. This person will troubleshoot customer issues to identify the root cause and resolve complicated issues. Although much of the work will be done behind the scenes, the ideal candidate will possess excellent communication skills to work directly with internal staff and customers.

Areas of Responsibility:

• Provide diagnostic/troubleshooting support and technical expertise to answer customer questions, troubleshoot and resolve specific product, data or system related issues while maximizing customer satisfaction.
• Utilize discretion and independent judgment in analyzing and solving a wide range of complex customer concerns.
• Use experience and good judgement in establishing severity and urgency of customer support requests and prioritize accordingly.
• Resolve issues that require higher levels of systems access than those of our Tier 1 team.
• Communicate with customers about the design and use of our applications, products, and services.
• Handle case escalations to Tier 3 as appropriate. Responsible for customer follow up once resolved.
• Escalate critical issues to the Customer Service Director as appropriate.
• Meet regularly with the Customer Service Manager and Director to communicate high priority items, pertinent escalations, and work completed.
• Maintain a positive working relationship with Tier 2, Tier 3, internal teams, and customers.
• Execute and improve best practices in support through continuous assessment and feedback from departmental leaders.
• Participate in additional special projects, as requested.

• Two year or more experience in Tier 2 support
• Proficiency in Salesforce and MS Office and other software applications
• Self-starter with excellent oral and written communication skills
• Ability to work effectively in a multi-task, detail oriented, and deadline-driven environment.
• Proactive team player with a “get it done” approach.
• Resourceful in collecting and analyzing sufficient data to develop and implement solutions.
• Experienced problem solver
• Quick learner
• Detailed oriented with administrative skills for tracking and reporting
• Must be dependable in attendance and performance.

Software Skills:

• · Proficient in Microsoft Office and Salesforce
• · Experience in Jira/Confluence preferred