American Arbitration Association · 1 day ago

Technical Customer Service Specialist

Philadelphia, PA

Full-time

Remote

Entry Level

$54K/yr - $72K/yr

2+ years exp

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Comp. & Benefits

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Responsibilities

Respond promptly to support requests via phone, email, chat, or ticketing system.

Identify and resolve customer issues, including account creation, password resets, browser functionality, and document management.

Provide clear instructions for issue resolution and efficient system use.

Escalate complex issues to appropriate technical teams or specialized staff.

Maintain detailed record of issues, troubleshooting steps, and resolutions.

Troubleshoot and assist with custom applications (WebFile/Panelist eCenter)

Develop and maintain a comprehensive understanding of WebFile and Panelist eCenter platforms and their interaction with PRISM.

Contribute to FAQs and support documentation.

Stay updated on platform changes and new features.

Demonstrates regular, reliable, predictable job attendance.

Attends on-site and in-person meetings and training sessions.

Qualification

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Technical Customer SupportIssue DiagnosisCustomer Support SoftwareTicketing SystemsWeb TechnologiesWeb-Based Case ManagementProblem AnalysisDocumentation Skills

Required

Associate's degree related field.

2 years of experience in a technical customer support role; or an equivalent mix of education and experience.

Excellent customer service skills with the ability to handle challenging situations and customers with professionalism and empathy.

Strong verbal and written communication skills, with the ability to clearly convey information and actively listen to customers, colleagues, and supervisors.

Ability to analyze situations, identify problems, and propose effective solutions in a timely manner.

Strong organizational skills with the ability to manage multiple tasks, prioritize effectively, and maintain accurate records.

Proficient in using customer support software, ticketing systems, basic understanding of web technologies and browser functionality.