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Customer Support Specialist
hace 2 meses
About Diligent Corporation
Diligent Corporation is a leading provider of software solutions for modern governance, risk, and compliance. Our mission is to empower organizations to make better decisions, faster, by providing a holistic view of their GRC practices.
Job Summary
We are seeking a highly skilled Customer Support Specialist to join our team. As a key member of our support team, you will be responsible for handling Tier 1 support and client relationships by answering support calls, resolving issues, and ensuring complete client satisfaction.
Key Responsibilities
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.
- Gather customer information and determine the issue by evaluating and analyzing symptoms.
- Diagnose and resolve technical and software issues involving internet connectivity, login problems, and more.
- Research required information using available resources.
- Follow standard processes and procedures.
- Identify and escalate priority issues per client specifications.
- Redirect problems to appropriate resources.
- Accurately process and record call transactions using a computer and designated CRM software.
- Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business.
- Organize ideas and communicate oral messages appropriate to listeners and situations.
- Follow up and make scheduled call backs to customers where necessary.
- Stay current with system information, changes, and updates.
Requirements
- 1-3 years' experience of phone-based software application/technical support/customer service supporting end users.
- Excellent communication skills with internal stakeholders.
- Experience of phone-based software application/technical support or call center experience supporting end users.
- Proven problem-solving skills and technical aptitude.
- Working knowledge of Windows OS and other major operating systems.
About Us
Diligent Corporation is a global leader in modern governance, providing software solutions across governance, risk, compliance, audit, and ESG. We empower over 1 million users and 700,000 board members and leaders with a holistic view of their organization's GRC practices.
