Customer Support Specialist

Vish Consulting is seeking a dedicated and technically skilled Customer Support Specialist who is comfortable working with customers to handle query around client software related tickets, issues, debug etc. Software as Service applications.

Location:

Onsite at

Westminster CO Pay Rate:

Max 24$-25$/

Hour Duration:

6 months Contract to

Hire Required:

Bachelor's Degree or associate Degree with equivalent experience in a customer solution environment. 2 years of experience supporting customers via chat, email, and phone. Customer-focused approach, Technical proficiency and familiarity with computer systems, software, and Google Suite, Excellent communication skills, including active listening, empathy, and patience, with the ability to adapt communication styles to different audiences

Duties:

Engage with customers in a friendly, empathetic, and professional manner to establish rapport and build trust. Actively listen to customer concerns, ask clarifying questions, and demonstrate genuine care for our customer's technical issues. Thoroughly review all customer communication, using plain language to ensure understanding, and asking for feedback to ensure effective communication. Provide quick responses to approximately 25 email requests and 10 phone requests per day to help ensure team SLAs are met. Proactively manage individual queues and backlogs, addressing and resolving aging requests to ensure timely and efficient handling while maintaining optimal workflow. Document customer interaction for each case, including contact information, how the customer is experiencing the issue and troubleshooting steps. Document cases for customer requests from all channels: phone calls, chats, emails, and queues. Assist customers with account and subscription management, process refunds, along with technical issues related to

SketchUp:

Billing and invoicing Account authorization Entitlement management Download and installation SketchUp Extensions Crash identification Bug tracking Effectively apply and exhaust relevant knowledge base content and other resources to efficiently qualify escalation of customer requests. Adhere to prescribed communication and incident protocols, ensuring swift and effective dissemination of information to the appropriate channels when required. Maintain and refresh knowledge of products, promotions, and internal systems through training and continuing education.

Job Type:

Contract Pay:

$24.00 - $25.00 per hour

Benefits:

Referral program

Education:

Bachelor's (Required)

Experience:

Customer support: 2 years (Required) Technical proficiency with softwares application support: 2 years (Required)

Work Location:

Hybrid remote in Westminster, CO 80031