Technical Support Specialist Job at Invue, Charlotte, NC

dEJQYi9MMTlkQlNDTHYwRXNnNW5SdWRRZ2c9PQ==
  • Invue
  • Charlotte, NC

Job Description

Description

We are looking for a proactive, self-motivated professional with experience and an affinity for technology and innovation to serve as our Technical Support Specialist. In this role, you will directly interact with our customers, ensuring the highest level of customer satisfaction through product mentoring, coaching, and consulting services, as well as acting as a customer advocate to resolve issues and improve processes. You may be a great fit for the Technical Support Specialist position IF:

 

  • You have a passion for technology and innovative solutions.
  • You are naturally curious about the way things work and have the distinct ability to pick up both hardware and software concepts easily
  • You are an amazing problem-solver with exceptional customer service skills, going beyond customer expectations.
  • You have excellent interpersonal, verbal, and written communication skills and the ability to effectively prioritize and manage your time.
  • You will thrive in an ever-changing environment with a "roll-up your sleeves" mentality and comfortable interacting with customers both online and over the phone with a prominent level of professionalism.

 

RESPONSIBILITIES

  • Become highly proficient with InVue’s product suite, troubleshooting issues through various channels including email tickets, chat, and phone.
  • Deliver an exceptional customer experience by finding and documenting customer needs and issues, answering incoming inquiries, effectively applying problem-solving techniques and following issues through to their successful resolution.
  • Establish and keep a positive and professional relationship with customers by supplying continuing education on how to effectively use products and by clearly explaining the cause and resolution for issues so Customers are confident that the product will perform as intended.
  • Replicate issues as needed to ensure that symptoms and probable cause are fully understood.
  • Determine the severity level and urgency of every issue based on the impact on the Customer's business operations.
  • Manage all open technical service requests to ensure prompt resolution of customer issues, including level two support.
  • Communicate and collaborate with cross functional teams and departments to discuss and resolve issues, escalating when necessary.
  • Responsible for continuously updating and expanding the Help Center, ensuring content is accurate, up-to-date, and aligned with the evolving needs of users.
  • Document best practices in our help center to enhance the quality and efficiency of the Customer Care Department.
  • Provide support to customers via phone, email and chats as needed.

 

This role will provide customer support Monday-Friday, 8am-5pm with rotating on-call weekends.  

 

QUALIFICATIONS

  • End-to-end problem analysis: You have a solid record of accomplishment investigating problems from start to finish. Understanding the chain of events that led to the problem occurring.
  • Must be able to articulate technical issues clearly and understand your audience.
  • Demonstrated experience in technical writing, with the ability to clearly document complex processes and create user-friendly guides.
  • Successfully deployed SaaS software for a startup, mid-level, or enterprise company.
  • Have excelled in hardware and software environments. You know how to work in both areas and can learn new products in a short amount of time.
  • Proven experience working in Zendesk Suite.
  • Ability to flourish in a high growth, fast paced, ever-evolving environment.
  • Fluent Spanish is highly preferred.

InVue Security Products, Inc is an Equal Opportunity employer. Federal law prohibits employers from discriminating against any applicant for employment because of applicant’s race, sex, color, religion, national origin, age, or disability. InVue Security Products, Inc. is fully committed to complying with Federal law and will not discriminate against any applicant for employment.

Job Tags

Monday to Friday,

Similar Jobs

UT Southwestern Medical Center

Associate Director of Research- Clinical Informatics Center [Req#: 906854, Position#: 130081] Job at UT Southwestern Medical Center

 ...applications for the Associate Director, Research, of the Clinical Informatics Center (CIC). This role offers an unparalleled opportunity to...  ...at the intersection of clinical care, data science, and health system implementation. The CIC is embedded within one of the... 

FedEx Services

Package Handler - Part Time (Warehouse like) Job at FedEx Services

 ...Federal Express Corporation (FEC) is part of the rapidly growing warehouse and transportation sector that helps keep America, and our...  ...wages beginning at $19.00 per hour paid weekly for both full and part time opportunities $5,250 tuition reimbursement every year... 

Baylor College of Medicine

Postdoctoral Associate- Intervention Development and Testing Job at Baylor College of Medicine

 ...Lab in the Childrens Nutrition Research Center focuses on the design, implementation, and assessment of digital interventions...  ...chronic disease. Postdoctoral Associates are trainees working in an apprenticeship role in preparation for a career as a scientific professional.... 

Atem Corp

SQL Database Administrator Job at Atem Corp

 ...are looking for an experienced Datawarehouse / MSSQL + Azure Database Administrator to support a long-term project. The ideal candidate...  ...strong expertise in SQL Server administration, Azure database management, performance tuning, and high availability solutions.... 

Georgia-Pacific

Production Utility Job at Georgia-Pacific

 ...Your Job Our Georgia-Pacific facility located in Brewton; AL is currently seeking candidates who are interested in immediate Production Utility opportunities. This role creates value by learning multiple operator functions in our power and recovery, shipping, woodyard...