Technical Customer Service Representative

The American Arbitration Association is seeking a Technical Customer Support Specialist to provide responsive, professional support to clients and users of AAA’s systems. This role involves troubleshooting technical issues, providing clear instructions, and maintaining detailed records of support activities.

Responsibilities:

• Respond promptly to support requests via phone, email, chat, or ticketing system
• Identify and resolve customer issues, including account creation, password resets, browser functionality, and document management
• Provide clear instructions for issue resolution and efficient system use
• Escalate complex issues to appropriate technical teams or specialized staff
• Maintain detailed record of issues, troubleshooting steps, and resolutions
• Troubleshoot and assist with custom applications (WebFile/Panelist eCenter)
• Develop and maintain a comprehensive understanding of WebFile and Panelist eCenter platforms and their interaction with PRISM
• Contribute to FAQs and support documentation
• Stay updated on platform changes and new features
• Demonstrates regular, reliable, predictable job attendance
• May be required to attend on-site and in-person meetings and training sessions as needed

Requirements:

• Associate's degree related field; 2 years of experience in a technical customer support role; or an equivalent mix of education and experience
• Excellent customer service skills with the ability to handle challenging situations and customers with professionalism and empathy
• Strong verbal and written communication skills, with the ability to clearly convey information and actively listen to customers, colleagues, and supervisors
• Ability to analyze situations, identify problems, and propose effective solutions in a timely manner
• Strong organizational skills with the ability to manage multiple tasks, prioritize effectively, and maintain accurate records
• Proficient in using customer support software, ticketing systems, basic understanding of web technologies and browser functionality, web-based case management systems a plus
• Demonstrates regular, reliable, predictable job attendance
• May be required to attend on-site and in-person meetings and training sessions as needed
• Respond promptly to support requests via phone, email, chat, or ticketing system
• Identify and resolve customer issues, including account creation, password resets, browser functionality, and document management
• Provide clear instructions for issue resolution and efficient system use
• Escalate complex issues to appropriate technical teams or specialized staff
• Maintain detailed record of issues, troubleshooting steps, and resolutions
• Troubleshoot and assist with custom applications (WebFile/Panelist eCenter)
• Develop and maintain a comprehensive understanding of WebFile and Panelist eCenter platforms and their interaction with PRISM
• Contribute to FAQs and support documentation
• Stay updated on platform changes and new features
• Maintain the confidentiality of case information, system access information, user records, and other sensitive data, and follows AAA information security, data privacy, and confidentiality policies
• Communicate professionally and effectively with clients, panelists, case participants, employees, management, and other internal stakeholders
• Associate's degree in information technology, business, communications, or a related field preferred
• Two years of experience in a technical customer support, help desk, client support, call center, or similar role; or an equivalent combination of education and experience
• Experience supporting web-based applications, customer portals, case management platforms, ticketing systems, or proprietary software is strongly preferred
• Experience in a law office, judicial, dispute resolution, claims, insurance, financial services, professional services, or other client-service environment is a plus
• Interest in using technology, including productivity tools and emerging tools such as generative AI, to improve efficiency and enhance the customer support experience is a plus