Customer Service Technical Associate

OVERVIEW

Clinical Surveillance and Compliance is currently searching for a Customer Service Technical Associate for our Client Support and Training team. Technical Customer Support Associates are responsible for providing front line support for clients, both via phone and email communication. In their role, Technical Customer Support Associates will possess working knowledge of all product applications. The role will provide excellent customer service to clients and internal staff. Main duties will include screening and triaging support calls and emails for first call resolution or escalation to appropriate parties.

Summary of responsibilities:

• Provide support to customers for all products
• Create, monitor and complete support cases generated from incoming client calls, emails, and internal requests
• Gather requirements from internal and external clients to appropriately handle support cases
• Communicate to internal and external clients the status of support issues being worked on
• Prepare and escalate cases that require further assistance to Product Specialists
• Assist in the development of team processes and procedures in an effort to streamline and increase efficiency
• Train product end users and new Support staff as needed
• Act as a resource to the Manager, Customer Service on special projects

Qualifications:
Education: High School diploma required or equivalent

Required experience: 1-2 years experience in a customer service or technical support role

Other preferred knowledge, skills, abilities or certifications:
• Experience with Microsoft Office Suite

• Excellent oral and written communication skills
• Excellent attention to detail and thorough work skills
• Excellent organizational and prioritization skills
• Experience with internet based software applications, including troubleshooting

The above statements are intended to describe the general nature and level of work being performed by most people assigned to this job.  They are not intended to be an exhaustive list of all duties and responsibilities and requirements.