[Remote] Customer Service Technical Support
Note: The job is a remote job and is open to candidates in USA. MadCap Software, Inc. is at the forefront of developing best-in-class software solutions for content creation and management. They are seeking a Technical Customer Support Specialist to provide technical assistance, troubleshoot problems, and resolve customer inquiries reputed company to software and hardware.
Responsibilities
- Supports tickets reputed company phone or email queue
- Identifies, investigates, troubleshoots, and resolves customer problems with computer software and hardware
- Fields support calls, chat, email, and/or other communication from users with inquiries regarding software and other technical concerns
- Consults with users to determine steps and procedures taken to identify and resolve the problem
- Applies knowledge of computer software, hardware, and procedures to solve problems
- Guides users through diagnostic and troubleshooting processes, which includes use of diagnostic tools, software, third party software, and/or following verbal instructions
- Collaborates with other team members to research and resolve problems
- Collaborates with other departments to explain errors and/or recommend modifications in software
- Commitment to helping the Support Team reputed company its goals
- Performs other reputed company duties as assigned
Skills
- Excellent verbal and written communication skills
- 1+ years working in SaaS software industry
- Must use moderate customer service skills and willingness to go the extra mile reputed company helping customers
- Team player with good interpersonal skills
- Ability to explain technical issues to technical and nontechnical employees and customers
- Work independently and as part of a team in a customer-driven, fast-paced environment where each member of the team is required to maintain department expectations as it relates to customer satisfaction and response time
- Strong analytical and problem-solving skills
- Ability to prioritize assignments provided by Team reputed company and Manager
- Proficient with reputed company Office Suite or reputed company software
- Proficient with or the ability to quickly learn an reputed company of computer hardware and software
- Experience with HTML and CSS are reputed company to have
Benefits
- Work from home
- Competitive Salary & Annual bonus
- Employer Match for DPSP
- Flexible PTO Policy
Company Overview