Customer Success Specialist

» Customer Success Specialist
Call Center & Customer Service
in Orlando
, FL
Reference: 19-03521

Description:

The Customer Success Specialist is responsible for application support, service request investigation and resolution (supporting and training internal and external customers), developing knowledge transfer materials for associates and customers, providing input for defining user needs and solution specific testing.

Responsibilities:

  • Answer incoming calls, opening service tickets, provide support, solution and training
  • Direct customer per procedure to appropriate departments, personnel or call-tracking system within allotted time guidelines
  • Ask open-ended and probing questions, use active listening skills to determine the nature and severity of customers’ issues in order to provide solutions to solve their issues
  • Obtain relevant information to assist in resolution of customer problems, creating detailed and accurate case documentation
  • Troubleshoot and determine resolutions as a solution provider
  • Assist customer on software usage and how-to questions
  • Ability to prioritize and manage work queue requiring excellent time management skills in order to meet goals and objectives
  • Configuration and implementation of new accounts and features guiding customers through the account set-up process
  • Educate and empower customers by facilitating them with training tools and application knowledge
  • Ability to interface at all levels of customer organization and business
  • Identify areas for continuous improvement and provide as well as implement recommendations
  • Project positive image/attitude as part of daily approach to work
  • Follow company policies, uphold professional standards, and perform all work in a manner respectful to others