Technical Support Specialist I

Who We Are Looking For

We are seeking a Technical Support Specialist to provide exceptional customer service and technical assistance to end users, both domestically and internationally, in an inbound call center environment.

This role requires strong technical aptitude and adaptability.

You will use your product knowledge to troubleshoot customer inquiries and ensure a high level of satisfaction and long-term customer retention.

What You Will Work On



* Act as primary responder in prompt, professional, and thorough manner for inbound phone calls, emails, and/ or chat from customers.



* Resolve general inquiries or direct toother team members when appropriate.

Volume may be heavy so ability to work well under pressure is key.



* Customer-centric focus with sense of urgency.



* Understanding of software 'score system functionality.



* Initiate and reset system passcodes.



* Escalate customer issues to appropriate team level.



* Document all customer interaction and system issues in company (Salesforce) tool, analyze statistics, and maintain customer materials.



* Maintain regular communication with customers for support and may inform them of new system features.



* Collaborate, communicate effectively, and share appropriate information with customers, within the department, and across the company.

This requires strong listening, verbal, written, and interpersonal skills, judgement, patience, courtesy, and positive demeanor.



* Ability to self-organize, strategically plan, multitask, when necessary, pay attention to details, and prioritize.

What You Will Bring


* 2+ years customer service experience



* Previous customer service experience via phone



* Ability to resolve on-demand customer issues over the telephone.



* Demonstrated ability to finesse and diffuse difficult interactions with customers.



* Microsoft Office suite of tools, Salesforce and web browsers



* Strong organizational and interpersonal skills



* 2-4-year college degree



* Strong virtual presentation skills



* Prior experience within a Software as a Service (SaaS) organization


* Bilingual a +

Information Security

Protect the data and systems of Crisis24 and its stakeholders by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Crisis24, A GardaWorld Company is dedicated to equal opportunity in employment.

We are committed to a work environment that celebrates diversity.

We do not discriminate against any individual based on race, color, sex, national origin, age, religion, marital or parental status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any factors protected by applicable laws.