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Client Technical Support Specialist

Company: APX Platform
Location: Hackensack
Posted on: July 29, 2022

Job Description:

Client Technical Support Specialist APX PLATFORM The Client Technical Support Specialist which includes tech support is a vital part of the experience, happiness, and longevity of our members. The CSS will be responsible for developing and maintaining long-term business relationships by serving as an internal advocate and client liaison. This position requires someone that operates with a high sense of urgency, has strong communication skills and an understanding of technology, and the ability to manage client relationships.The CSS role must be professional, solution-oriented, and driven to uncover the root cause of the problem. Must have the ability to quickly analyze the situation, identify the solution, and make clear and informed recommendations. You must be able to demonstrate superb communication, organization, and time management skills, and are able to effectively handle several diverse and complex problems at the same time.Objectives of this Role Majority of the role is training and onboarding new clients to our platform. Onboard multiple customers daily and engage them in the platform as quickly as possible. Schedule zoom/phone calls with clients if they need to debug or troubleshoot a technical problem. Provide technical escalations and more advanced inquiries that are beyond the skills or knowledge of other members of the team and report issues for our dev team to fix. Submit and monitor support tickets that have been submitted and communicate with clients when their support ticket has been resolved. Solve basic to advanced technical issues ranging from general software questions to advanced API or 3rd party integrations.Daily and Monthly Responsibilities Will respond to all new messages in the help center (powered by Intercom), and answer incoming support calls in a timely fashion and troubleshooting solutions.

Help create new articles & tutorials with screenshots, GIFs, and videos to assist the client. Serve as a day-to-day contact for clients, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting a playbook for success. Review the customer journey, identify how it s supported, taking a consultative approach in helping clients overcome issues and achieve goals. Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time.Required Skills and Qualifications Strong verbal and written communication skills, strategic planning, and project management skills Analytical and process-oriented mindset Comfortable working across multiple departments in a deadline-driven environment Active team player, self-starter, and multitasker who can quickly adjust priorities Solutions-oriented Coachable and adaptable. Accepts and embraces feedback to support growth and agile with change. Friendly, patient, and always willing to help and go above and beyond to ensure customer happinessAdditional Skills:Fluent in English reading, writing, and speakingTypes at least 45 words per minuteTech-savvy and great with computersIdeal candidates will be fluent in English, reading, writing, and speaking. Types at least 45 words a minute, tech-savvy with previous experience working for a SaaS company and or in customer support/client success role. Experience in aesthetics is desirable, but not necessary.Salary is based on experience and ranges from $25-$28/hour.Job Type: Full-timePay: $25.00 - $28.00 per hourBenefits: Paid time offSchedule: 8 hour shift Monday to Friday Weekend availabilityAbility to commute/relocate: Hackensack, NJ 07601: Reliably commute or planning to relocate before starting work (Required)Application Question(s): In order for your application to be considered, you must complete the skills test. Are you willing and able? Are you able to work 10 AM to 6PM and 12PM to 8PM?Experience: Customer service: 3 years (Required) Technical support: 4 years (Required)Work Location: One location

Keywords: APX Platform, Hackensack , Client Technical Support Specialist, IT / Software / Systems , Hackensack, New Jersey

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