Client Support Specialist
You will be challenged on a daily basis to understand our clients? use cases and provide the best solutions ? the learning will never stop! The Customer Support Specialist owns the operational relationship for our customers and serves as the interface between the customer and iWave to deliver superior customer satisfaction.
Provide Level 1 technical support for iWave products via tickets, phone and chat.
Analyze, track and resolve customer questions in a prompt manner to ensure the highest level of client satisfaction
Apply analytical skills and technical knowledge to solve product problems ranging from simple to complex
Prioritize issues based on severity and customer impact
Handle sensitive escalation issues and conflicting/competing priorities
Maintain product knowledge of new functionality and compliance changes
Participate in coverage plan, including on-call and holiday coverage
A minimum of 2 ? 5 years of proven success in application support and customer service (experience with SaaS would be awesome!)
Excellent customer service skills ? the ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
Excellent organizational, written and oral communication skills
Ability to convey software jargon in a wide-array of syntax for the targeted audience with different technical abilities
Ability to empower end-users to support themselves using our knowledge base
Excellent analytical, problem solving and multitasking skills
Ability to generate a sense of urgency and rally appropriate teams
Use your energy, drive, adaptability and enthusiasm to perpetrate the positive vibes throughout the company and drive changes
iWave Information Systems is a dynamic, ever-changing company, striving to be two steps ahead of the rest.
To keep our business humming, we are constantly looking for talented professionals of all skill levels and experience. If we sound like the right company for you ? and you?d like to be a part of our team ? please email a resume with cover letter to email@example.com.