Customer Support Specialist

Company: TCWGlobal (formerly TargetCW)
Location: Durham
Posted on: January 15, 2022

Job Description:

Product Support Specialist
Temporary-though the end of the year
Pay: $24 per hour
Durham, NC - Must be local to Durham
Schedule: 8am-5pm or 9am-6pm

TCW Global is hiring for a member of our clients support team. The goal is providing world-class service to their customers. The Product Support Specialist is a front-line position and is expected to take on support cases of moderate complexity and be able to manage priorities. This is a fast-paced in bound call center environment.
Responsibilities:
Job Duties
- Understand and become conversant in many large software applications
- Understand, interpret, reproduce, and diagnose customer problems. Perform Root cause Analysis.
- Teach solutions to customers and document them in our Knowledge Base.
- Communicate clearly and precisely with customers in written and verbal form and maintain accurate and timely records.
- Work with members of other departments/teams to resolve product issues - escalating issues as necessary
- Meet individual and departmental goals (case management, SLA, and C-Sat goals)
- Be the voice of the customer within the client
Requirements:
Qualifications
- Excellent problem-solving skills and the ability to navigate challenging situations professionally.
- 3+ years of experience providing direct support to external customers by phone, electronically, and face-to-face.
- Excellent organizational skills --Ability to prioritize, manage, multi-task, and execute projects cross-functionally.
- Have the ability to think outside the box to find solutions.
- Call center experience is a must.
- Software product support experience is a must.
- Please submit a resume for consideration!

TargetCW is an equal opportunity employer. We do not discriminate based on age, ethnicity, gender, nationality, religious belief, or sexual orientation

Keywords: TCWGlobal (formerly TargetCW), Durham , Customer Support Specialist, Other , Durham, North Carolina