Nesco Resource · 2 days ago
Technical Customer Support(Fully Remote)
United States
Full-time
Remote
Entry, Mid Level
$20/hr - $23/hr
2+ years expNesco Resource is a company focused on providing quality customer support, and they are seeking a Customer Support Specialist to deliver empathetic and efficient technical and account-related support. The role requires resolving technical issues, maintaining communication standards, and ensuring service level agreements are met while managing multiple customer requests.
ConsultingHuman ResourcesStaffing Agency
Responsibilities
Engage with customers in a friendly, empathetic, and professional manner to build rapport and trust
Actively listen to customer concerns, ask clarifying questions, and demonstrate genuine care for technical issues
Review all customer communications thoroughly, using plain language to ensure understanding and requesting feedback to confirm clarity
Respond to approximately 25 email requests and 10 phone requests per day to support team SLAs
Proactively manage individual queues and backlogs, resolving aging requests to ensure timely and efficient handling
Document all customer interactions accurately, including contact details, issue descriptions, and troubleshooting steps
Create and maintain case documentation for all support channels, including phone, chat, email, and queue-based requests
Assist customers with account and subscription management, including refund processing
Troubleshoot and support technical issues related to: Billing and invoicing, Account authorization, Entitlement management, Software download and installation, Extensions, Crash identification, Bug tracking
Apply and exhaust relevant knowledge base articles and internal resources before escalating customer requests
Ensure escalations are properly qualified and documented
Adhere to prescribed communication and incident management protocols, ensuring timely dissemination of information when required
Maintain and refresh product, promotion, and system knowledge through training and ongoing education
Qualification
Required
Bachelor's degree or equivalent professional experience in a customer solutions or support environment
Minimum 2 years of experience supporting customers via chat, email, and phone
Strong customer-focused mindset with the ability to tailor solutions to diverse customer needs
Technical proficiency with computer systems, software applications, and Google Workspace
Excellent communication skills, including empathy, active listening, and adaptability across audiences
Strong time management and prioritization skills in a high-volume environment
High attention to detail when troubleshooting issues and documenting case notes
Ability to remain calm, professional, and composed in high-pressure situations
Proven troubleshooting skills to quickly diagnose and resolve technical issues with minimal customer disruption
Comfortable working in a remote environment with occasional in-office meetings
Preferred
Knowledge of 3D modeling, 3D graphics processing, or energy performance concepts
Background in Engineering, Architecture, Design, or User Experience
Prior experience in a Customer Support Center environment
Experience supporting multiple operating systems, including Windows, Android, iOS, and Microsoft platforms
Familiarity with customer support software, ticketing systems, and remote support tools
Benefits
MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Company
Nesco Resource
Nesco Resource s an Staffing and Recruiting firm.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Michael McDonald
Executive Vice President of Finance and Chief Accounting Officer
Recent News
InvestmentNews
2023-12-24
Maysville Online
2023-12-24
Company data provided by crunchbase