Customer Support Specialist

Location: Blacksburg, VA

A Customer Service Specialist, or CSS, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

The best Customer Support Specialists are genuinely excited to help customers. They’re patient, empathetic, and passionately communicative. They love to talk and solve problems. Our Customer Service Specialists will advocate for our customers when necessary and will gather and share feedback with the rest of the organization.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities

• Build and maintain successful long-term relationships with both internal and external customers through responding to in/outbound customer service inquiries via telephone and email
• Recommend potential services to customers after analyzing their needs
• Communicate customer feedback regarding product improvements and trends to product stakeholders
• Troubleshoot, escalate and respond to customer support requests
• Answer “how to” questions about the software and its abilities
• Assist customers with installs and upgrades as needed
• Create, update, and close tickets in support ticketing system
• Research and advise on database-specific error messages
• Initialize and run online meetings to get a first-hand look at the system setup and further diagnose issues
• Update daily processes and support portal including the knowledge base system and troubleshooting guide
• Coordinate escalated issues appropriately with developers, product managers, and leadership
• Participate in needed quality related actives and/or trainings.
• Be the voice and advocate for the company’s purpose and mission
• Share insights and experience in team and company discussions
• Challenge the status quo

Qualifications and Skills

• Bachelor’s Degree or 2 years’ relevant experience
• Troubleshooting and problem solving skills
• Customer service experience with proven record
• Exceptional written and speaking skills
• Driven to produce high quality results
• Highly organized and detail oriented
• Ability to manage multiple tasks and projects
• Patience and listening skills
• Experience troubleshooting Microsoft Windows client products
• Experience with meeting and chat tools
• Experience with ticketing tools, preferred but not required
•  Willingness to learn and grow
• Able to work on a team or individually
  • Highly self-motivated and self-directed
  • Accepts and responds to feedback quickly and positively

QT WORK ENVIRONMENT

At Qualtrax, we focus on living out our seven core values on a daily basis. We believe it’s important to Always Be Transparent and Honest, Love What You Do, Challenge the Status Quo, Create Something Great, Never Stop Learning, Give Back, and that Every Day is a New Opportunity. Life is short and we want to push ourselves and our community to be great. Won’t you join us?

Qualtrax is an AA/EOE.  Reasonable accommodations made upon request.

All qualified applicants should submit resume and cover letter to jobs@qualtrax.com.