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Application Support Specialist - Remote Eligible
Document solutions to enhance customer support knowledge and improve client satisfaction.
Remote
Junior
2 weeks ago
✨ About The Role
- The Application Support Specialist (Tier 1) will be responsible for resolving client-related tickets from both internal and external stakeholders.
- The role involves taking inbound support messages and calls, ensuring the best service for customers.
- Documenting solutions to common and complex issues is a key responsibility, resulting in customer-facing knowledge articles.
- The specialist will follow up with customers to ensure resolution and maintain satisfaction.
- Collaboration with Account Management, Engineering, and Product teams is necessary to resolve technical issues and enhance client satisfaction.
- The core value of the Customer Success team is being client-centric, which is fundamental to the role.
⚡ Requirements
- The ideal candidate should have at least 2 years of experience in technical support and troubleshooting for software products.
- Experience working with small and medium-sized businesses (SMBs) is considered an asset.
- The candidate should possess excellent problem-solving and analytical skills with a high attention to detail.
- Strong customer focus is essential, with the ability to translate technical concepts into easy-to-follow instructions.
- The candidate should have strong verbal and written communication skills, with the ability to empathize and put customers at ease.
- A proactive attitude and the ability to work in a fast-paced environment are important traits for success in this role.
About OneLocal
OneLocal is a CRM for local businesses.