Provides technical customer support to ensure that all customers are satisfied with the acquired company's products and services
Engages with customers to ensure understanding of product / service capabilities and operations
Trains customers in standard operational procedures and provides coaching / expertise to help resolve technical and procedural difficulties
Liaises with product, service delivery and other teams to help address unanticipated issues and situations
Handle incoming technical support customer requests escalated by front-line support
Serves as a customer care agent for an assigned customer base or product area
Responds to customer inquiries received via telephone or online
Answers routine to moderately complex questions, following established procedures
Researches and troubleshoots customer requests, analyzes needs and:
Determines problem source (i.e., hardware, software, user access)
Resolves issues where possible
Refers difficult and complex issues to internal technical experts, and/or refers issues to management
Documents issues for future
Follows up with customers on issue status and resolution to ensure ongoing high levels of satisfaction
Builds working relationships with customer representatives and with cross functional teams

Minimum
High School Diploma/GED and 3 years’ experience in a related field
OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and up to 1 year of experience; OR 5 years’ experience in a related field
Ability to work flexible work hours/schedule
Able to work independently and as a team to deliver on individual and business goals
Strong problem-solving capabilities
Strong technical troubleshooting skills
Excellent communication skills (verbal and written)
Strong interpersonal skills and attention to detail
Preferred
Experience using XML to investigate and resolve complex customer issues by querying internal databases is strongly preferred
Ability to write and interpret XML queries to identify trends, troubleshoot data discrepancies, and support root cause analysis is strongly preferred
Strong analytical skills with the ability to translate XML query results into actionable recommendations for support and product teams is strongly preferred
Displays strong dependability and reliability
Ability to handle multiple competing priorities and deliver results in a fast-paced environment
CRM case logging/Salesforce experience
Experience with interaction distribution systems such as Genesys Pure Cloud.

Employees are eligible to receive a minimum of sixteen hours of paid time off every month
Seven paid holidays throughout the calendar year
Additional paid time off in the form of bereavement leave
Time off to vote
Jury duty leave
Volunteer time off
Military leave
Parental leave
Health care insurance (medical, dental, vision)
Retirement planning (401(k))
Paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO)

Technical Customer Care Specialist II – HomeNet

Key skills