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Support Specialist

Reference IDSupport Specialist

Job description

Support Specialist

Location: Saint Paul Park, MN

Type: Full Time

The goal of this position is to help our company earn the right to be recommended by providing world-class software support and driving continuous improvement.

The ideal candidate for this position will have a four-year college degree and a proven track record of success in the following areas:

  • Consistently exceed customer expectations:  Promptly respond to customer inquiries with a positive and professional demeanor. Listen carefully to customers in order to understand their needs, clearly answer questions, and efficiently troubleshoot technical issues by channeling IT resources when needed.
  • Effective communication:  Establish strong working relationships with internal teams and our external partners, clearly communicate technical information to both technical and nontechnical personnel via phone, email and online support tools. Superior written and verbal communication skills are must!
  • Prompt issue resolution:  Review all open issues and follow up with internal and external team members to ensure problems are resolved, resolutions are communicated to customers, and issues are documented and closed in an efficient and timely manner. 
  • Proactive problem solving:  Anticipate, identify and take action to help resolve potential issues before end users become aware of the problem.
  • Upgrade internal performance reporting:  Accurately document customer interactions, develop/improve systems, capture key performance indicators and report scorecard results to the team.
  • Process improvement:  Help develop and implement best business practices that are scalable and efficient. Identify trends in data to create long- and short-term metrics, and recommend and implement changes to improve outcomes related to the team’s performance.

If you possess the success factors listed above and share our company’s core values of honesty, integrity, excellence, customer focus, passion, professionalism and charity, then we encourage you to apply.

 

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