Technical Support Specialist
3 weeks ago
In the role of Technical Support Specialist, you will serve as the primary contact for all clients concerning software-related inquiries. Requests will be received through various channels including phone, email, and web chat, making it essential to have outstanding communication abilities and to consistently provide exceptional customer service. All requests must be documented in the Zendesk application to ensure effective tracking and management of tickets, and you will be responsible for delivering first-line support while adhering to established service level agreements (SLAs).
Key Responsibilities:
- Deliver first-line support to all clients (both internal and external) through telephone, email, and web chat.
- Accurately and professionally log all support requests in the Zendesk system to facilitate effective tracking and management of tickets.
- Recognize any issues that require further investigation and escalate them to the Group Leader promptly.
- Collaborate with colleagues across various departments to ensure incidents are resolved and that customer communication is thorough.
- Foster strong relationships to create a positive customer experience consistently.
- Participate in relevant internal and external training sessions.
Skills, Knowledge, and Expertise:
- Possess an analytical mindset for problem-solving.
- Exhibit excellent verbal and written communication skills.
- Be self-motivated and capable of working independently.
- Demonstrate the ability to perform under pressure and prioritize tasks effectively.
- Experience in mobile device management is a plus.
- Ability to communicate effectively across all levels of the organization.
ParentPay Group is a prominent provider in the EdTech sector, delivering solutions that enhance school operations and improve parent engagement. Join our team and contribute to transforming education.
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