Customer Service Specialist II

Customer Support Specialist II

Employment Type: Full Time, Non-Exempt

Experience: Intermediate to Advanced Level

Department: Customer Support

Industry: Software Information Technology and Services

Position Summary

This position works under general supervision to provide resolutions to end-users (customers) by performing a question diagnosis while guiding customers through step-by-step solutions. This support is provided by clearly communicating technical solutions in a user-friendly and professional manner. This position will provide software demonstrations on functionality and new features for current and potential customers and help set up system environments.

Duties and Responsibilities

• Troubleshoot support issues of a proprietary case management system
• Utilize internal and external tools to achieve a positive outcome for our customers
• Assist on-premise and hosted customers in updating and maintaining their systems including add-on products to also meet federal reporting or accessibility requirements
• Demonstrate the ability to adapt to an ever-changing software development life cycle including new technologies and requirements
• Understand specifications and basic code reading skills
• Maintain quality case documentation, including formatting standards and styles
• Maintain case movement expectations
• Moderate guidance in own area of knowledge
• Perform duties as a Project Implementation Support Lead
• Identify and communicate potential issues proactively
• Conduct peer reviews on Customer Support Specialist I work
• Lead internal and customer calls where subject matter expertise is needed