Hybrid Customer Support Specialist

Posted 3 days ago

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About the role

  • Effectively troubleshoot and resolve customer issues by identifying root causes, test solutions, and help customers implement fixes
  • Consistently perform timely support case intake and follow up to meet customer service level agreements (SLAs) and team key performance indicators (KPIs)
  • Document and manage support communications using internal tools, email, phone, and chat
  • Provide product and support training and assistance to team members and other Northwoods staff
  • Provide product training to users to facilitate product usage
  • Demonstrate a friendly and casual rapport when interacting with customers
  • Properly escalate unresolved issues and requests to other departments for assistance resolving (product development, account management, sales, etc.)
  • Write and review knowledge base articles and update internal systems with knowledge
  • Promote and intentionally work to foster an environment and culture of inclusion and equity
  • Availability to flex work time for infrequent support related activities that may occur outside of typical business hours
  • Other job-related duties as assigned

Requirements

  • Associate degree in Information Technology, Computer Science, Business, or a related field; or an equivalent combination of education and practical experience.
  • 1–3 years of experience in customer support, technical support, or a help desk environment.
  • Experience troubleshooting software, basic networking, and/or mobile/desktop applications.
  • Experience working with ticketing systems, CRM platforms, or similar support tools.
  • Prior experience creating or maintaining knowledge base articles, user guides, or internal documentation preferred.
  • Experience supporting customers via phone, email, and chat in a service-focused environment.
  • Experience providing training, product guidance, or customer onboarding is a plus.
  • Experience with Hyland Software’s OnBase software is a plus

Benefits

  • Medical (includes H.S.A. option with employer contribution)
  • dental, and vision insurance
  • Short- and long-term disability
  • Company paid basic life insurance
  • 401(k) with 4% company match and immediate vesting
  • Free financial education and consultation
  • Wellness program that helps you earn lower premiums
  • Robust EAP program that includes free therapy sessions, lifestyle coaching, legal/ID theft services, and more
  • 12 weeks fully paid parental leave
  • Up to $5,000 adoption fee reimbursement
  • $500 wellness reimbursement after 60 days of employment
  • Generous PTO policy and 10 company paid holidays
  • Company paid cell phone plan

Job title

Customer Support Specialist

Job type

Experience level

Junior

Salary

Not specified

Degree requirement

Associate's Degree

Location requirements

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