Job Title

Customer Support Specialist Provide basic user support to improve experience of customers and/or end-users of their assigned product. A Day in the Life: Provide timely responses to customer service inquiries via product ticket system Work with customers to identify and replicate errors and defects through a variety of communications means to ensure resolution Collaborate with team members to provide resolutions to customer inquiries Provide customer feedback to support management through regular team meetings to ensure management keeps a pulse on customer needs and attitudes for decision making purposes Identify recurring service requests found in your support specialty and offer knowledge base articles or other solutions to reduce ticket volume via deflection or overall elimination of the issue Provide excellent customer service through a friendly yet empathetic tone, proactive and timely responses to maintain high customer satisfaction scores Train new and existing customers on the product you support through phone calls and email, as well as support the utilization of knowledge base available through the platform to ensure customer success in using the software Other duties as assigned. We Are Looking For Someone Who Brings: Experience: High school diploma or its equivalent Bachelor's Degree preferred 1-2 years of customer service experience preferred Computer/Technical: Basic knowledge of Office 365 - Microsoft Word, Excel, PowerPoint, Outlook Demonstrate ability to learn and understand basic office software applications Comfortable with technology Other Skills: Strong organizational skills Excellent verbal and written communication skills Telephone skills/etiquette; call screening Ability to prioritize work and handle multiple tasks Excellent time management skills Attention to detail Ability to learn new technologies. Working Conditions: Normal office environment Extending viewing of computer screens Hybrid role 2-3 times a week in our Groton, CT office