Support Specialist, Contract

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Written by AI from the job title and company, not by Handshake, so some details may not match this job. The employer's own page has the real description.

Job Overview

The Support Specialist, Contract at Handshake plays a pivotal role in ensuring the satisfaction of our users by addressing their inquiries, resolving issues, and providing exceptional support. This position entails working closely with team members and clients to enhance the user experience, troubleshoot problems, and deliver solutions. The ideal candidate will exhibit strong communication skills and a proactive approach to problem-solving, making a significant impact within our support operations.

Job Responsibilities

• Respond promptly and professionally to user inquiries via multiple communication channels, including email, chat, and phone.
• Diagnose and troubleshoot technical issues to guide users in effective resolution methods.
• Document user interactions and solutions in the support ticketing system for tracking and reporting purposes.
• Collaborate with cross-functional teams to escalate issues that require deeper technical expertise.
• Develop and update support resources, such as FAQs and knowledge base articles, to enhance user self-service capabilities.
• Conduct follow-ups with users to ensure satisfaction and closure of support tickets.
• Participate in ongoing training and development to remain current with product features and industry best practices.

Qualifications

• Associate's degree or higher in a relevant field or equivalent work experience.
• Proven experience in customer support or technical support roles, preferably in a SaaS environment.
• Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Proficient in using support ticketing systems and various communication platforms.
• Ability to work independently and manage multiple tasks in a fast-paced environment.
• Experience with troubleshooting software and connectivity issues.
• Knowledge of web technologies and a basic understanding of software development processes is a plus.

Technologies & Tools

The Support Specialist will utilize various technologies and tools to facilitate effective support processes. This includes, but is not limited to, customer relationship management (CRM) systems, support ticketing software, internal communication tools (such as Slack or Microsoft Teams), and remote access software for troubleshooting. Familiarity with content management systems (CMS) will also be essential for managing and updating support documentation.

Ideal Candidates

The ideal candidate for the Support Specialist, Contract position possesses a customer-first mindset and exhibits resilience in the face of challenges. They are empathetic listeners, eager to understand user needs and committed to delivering high-quality service. Additionally, the candidate should be adaptable, showing enthusiasm for learning and implementing new processes and technologies as they evolve. Strong organizational skills and an analytical approach to problem-solving will significantly contribute to success in this role.