What are the responsibilities and job description for the Customer Support Specialist position at QGenda?
About Your Role
As a Customer Support Specialist, you will provide an exceptional support experience for QGenda's customers by delivering our industry-leading best practices. You will work closely with members from across the greater Customer Experience organization to provide creative solutions to support requests and project-based assignments involving the QGenda application, aligning to our unified targeted business outcome.
How You’ll Make an Impact
- Maintain a professional and positive attitude in all customer and company interactions, both internal and external
- Collaborate with members of the CX organization, when necessary, to complete project based assignments within defined time frames and/or meeting identified deadlines
- Set and manage appropriate customer expectations around resolution and response times, adhering to established service-level agreements (SLAs)
- Deliver high customer satisfaction and low customer effort by providing solutions to issues in a timely fashion, escalating to senior team members as necessary
- Hold high degree of functional knowledge of QGenda solutions
- Ensure timely and accurate tracking of time, cases, projects, contacts and accounts within designated systems, following QGenda best practices
Who You Are
- Excellent case management and time management skills
- Strong written and verbal communication skills
- Detail-oriented - ability to complete assignments and maintain communication with a high degree of accuracy and timeliness
Experience You Bring
- High School Diploma / GED required; Associates / Bachelors Degree preferred, or equivalent industry experience in customer service or tech support
- Ability to follow protocols and policies as defined by QGenda and CX Leadership
Not Required, But Nice to Have
- Computer programming skills or previous technical support experience