Customer Support Specialist

Company: Vision2 Systems
Location: Garland
Posted on: July 31, 2022

Job Description:

Job Description Responsibilities Respond to customer queries in a timely and accurate way via Chat or Email Leverages our Customer Support Management system to open case for Customer, research common answers, resolve issues and questions, and document case notes as needed Problem solves and troubleshoots a variety of issues, using technology and a myriad of Customer Support systems. Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users) Uses access to system logs to pinpoint root cause of issues when escalating to engineering Manages own workload independently and efficiently. Share feature requests and effective workarounds with team members Inform customers about new features and functionalities Follow up with customers to ensure their technical issues are resolved Gather customer feedback and share with our Product, Sales and Marketing teams Assist in updating and generating content for online help articles Reviews KPIs as necessary to ensure role performance is adequate and implements improvements as necessary Minimum Qualifications 2yrs Experience as a Customer Support Specialist or similar CS role Experience using help desk software and remote support tools Passion for customer service and ownership of the customer experience until full resolution, excellent emotional intelligence, excellent written and verbal communication skills Aptitude for acquiring new technical and non-technical skills Patience when handling tough cases Ability to type at least 45 WPM Preferred Qualifications Bachelor---s Degree Familiarity with online payment processing industry Familiarity with accounting practices Company Description Vision2 is a giving engagement SaaS software company supporting churches and nonprofits giving efforts via the web, text, mobile, and more traditional offline channels such as check and web. We pride ourselves on partnering with our clients and our commitment to our employees and their families. If you have a passion for helping others do more you should be part of this team of committed professionals.

Keywords: Vision2 Systems, Garland , Customer Support Specialist, Other , Garland, Texas